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Welcome to the Freshservice Community! We’re on a mission to make your ITSM desk faster, smarter, and better. We want to build a community of users to suggest improvements, test new features, report bugs, and help other members.

  • 1,091 Topics
  • 2,830 Replies

1091 Topics

rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Upcoming event | Rise to the challenge: How do your service desk metrics compare? | June 29Event

Hi hi! 👋🏼This month has been buzzing with events and we’ve got one more coming up! - An interactive session with Stephen Mann and Subhashree. 🚀“Where do you stand in your journey to modernizing service delivery?” is an important question that IT leaders and practitioners are expected to answer at all times.The need to measure the performance of an IT organization using a set of quantifiable and measurable metrics becomes an essential step to achieving aspirational goals. As the fundamentals of IT Service Management is continuous improvement, organizations should continuously evaluate as they take a baseline of existing standards to bridge the gap between current processes and aspirational goals.Join us for an interactive session with Stephen Mann @manns and Subhashree Veeraraghavan as they uncover key insights from the Freshservice Service Management Benchmark Report 2022 and discuss the key performance indicators (KPIs) of IT Service Management that will help IT leaders to decide a

725
rashmi.nag
22 hours ago
M
Top Contributor
mythumbsclickTop Contributor
asked in Freshservice

Reporting on Company and Department Tickets

Hi AllRelatively new customer of Freshservice and still haven't gone live with users yet until we get everything setup how we want it.We sync requesters to Freshservice using the AD probe and AD attributes are populated with fields such as company and department. My company has multiple subsidiaries so i want the ability to report on companies and ditto for departments.My (possibly slightly stupid) question is this. Can Freshservice report on this natively? Can I run reports that pull in the requesters department or company from their Freshservice profile? For example: Total number of tickets logged for Company Contoso in March? OR Total number of tickets logged for department Marketing in March?My initial assumption was no, this isn't possible. So I created drop down fields for the Company and Department in field manager and then intended on Agents manually setting this dependant on who the requester is. But this feels like duplication to me as the requester already has these details

4
M
Top Contributor
48 minutes ago
A
Apprentice
AndyDibiasiApprentice
asked in Freshservice

But? How to show/hide Content Fields via Business Rules?

Hey there,I’m trying to show/hide content fields via Business rules, but there seems to be a bug and they don’t react on the field type “Content”. The use case is to show different instructions for the Description field, depending if the requesters reports an IT issue, or an issue with a company car or…Is the bug known? Is there any workaround?The secondary approach of nesting right inside form is not applicable, as the main-topic selector is not next to the Description field, we have detailed other form fields inbetween, so it would be bad UX to place the advice there. Cheers,Andy

0
A
Apprentice
2 hours ago
R
Apprentice
RichardRApprentice
asked in Freshservice

Duplicate tickets challenge ...

Hi,We are a MSP in the network infrastructure field and provide Incident and Change support to our customers by using Freshservice. The 24x7 support is delivered to our customers in collaboration with a partner. With this partner we agreed on a financial model to charge us per ticket. The challenging we are now facing is the high number of “duplicate” tickets generate by our provider. When there is an issue with an internet circuit our provider is proactively informing us by sending a mail to our support mailbox. The issue now is that for every update or change in ticket status a new ticket is generate which has an impact on the bill towards our partner. See attached screenshotWe’ve reached out to our ISP to see if there is anything that can be changed of their end but that is unfortunately not possible. As the subject is always the same format. {provider ticket id} + {circuit id} + { customer reference } I tried to solve this with the workflow automator but since the API doesn’t suppo

0
R
Apprentice
5 hours ago
J
Contributor
jpereboomContributor
asked in Freshservice

Is there a way to stop Vendors from Auto populating in the Vendor List based on Software?

It appears that Vendors are created in the vendor list, based on software that is pulled in from a PC via the agent.  Is there a way to prevent this from happening?  Is there any efficient way to get these all removed from the vendor list? 

2
J
Community Debut
17 hours ago
keefe.andrews
Skilled Expert
keefe.andrewsSkilled Expert
asked in Freshservice

Workflow permissions

We are providing access to FreshService features to departments outside of IT now and from a security standpoint, is there a way to limit app access within the Workflow Automator? One example of a potential risk is that an agent outside of IT or HR would be able to access our Azure and AD app integrations which include powerful permissions such as creating users, adding users to groups, etc…Has anyone experienced this and been able to come up with a solution?

5
ryanthompson
Community Debut
19 hours ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Coming soon: Freshservice Ninja Meet-up | Share your expectations with us!Event

Hello Freshservice Ninjas!How fabulous it has been to see so many of you share your Freshservice expertise with the rest of the community, engaging and encouraging your peers and unlocking the exclusive Ninja badge.If you thought it ends there, well, it does not. 😄😍 We’ve got something exclusive JUST FOR YOU! 😍Inviting you to our very first Freshservice Ninja Meet-up, an opportunity for all of us (Ninjas and the Freshservice team) to come together, know each other and learn from one another.This is an invite-only event for our Freshservice Ninjas (those who participated in the Freshservice Ninja Challenge).Share with us what you’d like to see, and discuss with our Freshservice team and other Ninjas, so that we can ensure we plan the agenda to suit your needs and time. Tagging all our amazing Ninjas here:@keefe.andrews @zachary.king @Stratto @ggallaway @patricksawyer @ekrasner @adityatawade UPDATE:We’re hosting our first-ever Ninja Meet-up on Friday, June 3, 2022 | 9:00 AM PST/ 12:00

25829
manns
Skilled Expert
19 hours ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Are you using a CMDB?

Has your organization discovered the “winning formula” for the CMDB? That rather than simply being a piece of the configuration management jigsaw and focused on data collection, the value of a CMDB comes from the use of the CI data it holds in supporting other IT capabilities such as: availability analysis and planning impact analysis architecture definition understanding asset relationships  cause and effect analysis  risk analysis cost allocation contract management.So are you using a CMDB and what for? Please share in a response.

3
J
Community Debut
21 hours ago
M
Apprentice
michaelmartelApprentice
asked in Freshservice

Import Purchase Orders

We would like to import Purchase Orders from our old system. Is this possible?

2
M
Apprentice
22 hours ago
M
Top Contributor
Matt HTop Contributor
asked in Freshservice

Assigning Manager to Azure user at onboarding?

When onboarding our users to Azure (With Azure Orchestration) one, among other things, that are requiered in the form is Reporting Manager. We’ve now tried to get the Reporting manager assigned to the manager field (with App action Assign Manager) on the user in Azure, but it fails. The System Message when I check the log is: “Resource 'FirstnameLastname<firstname.lastname@email.com>' does not exist or one of its queried reference-property objects are not present” Anyone know how we could get this to work? ThanksMatt

2
M
Top Contributor
23 hours ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
asked in Freshservice

Expression Builder with Liquid expressions.

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this https://gist.github.com/varazir/f9c714f8193e45531e8c5fbcdc57e61bNext action is to send approval message based on “to be approved by”-types there are. Using tags for conditions and don’t want to make 2 setups with send approval actions.  ( I wish there was a API option in the body when you send a note  “approveby”: “everyone” )   

20
daniel.soderlund
Skilled Expert
1 day ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

XLAs

It’s hard to be in the ITSM space and not come into contact with people talking or writing about experience level agreements (XLAs). Anyone already adopted them or planning to?I’d love to hear what is and isn’t working with XLAs  (or even if this is another example of the industry focus being way ahead of the real-world interest). Thanks.

0
manns
Skilled Expert
1 day ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Freshservice

What are your most powerful Software Combinations or Tech Stack?

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!!!

0
Smithjoara
Community Debut
1 day ago
M
Apprentice
maxlehot1234Apprentice
asked in Freshservice

List all survey rely per ticket, per agent

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***

0
M
Apprentice
1 day ago
BryceK
Apprentice
BryceKApprentice
asked in Freshservice

FS Ticket List Filters

How does the community feel about the ticket filters? I have a need to filter tickets to a specific region/group and this is easy but then I want to exclude certain groups/people from the list. I have not found an easy way to do this. My current workaround is going to the tickets I want to monitor and tagging them so I can search with that tag. The issue is if a new ticket comes in that I have not tagged, I will not see it. Other attempts:I cannot use a requestor group to filter tickets, only AGENT groupsI can only search up to 3 requestors at a time, the group I need is 5-6 members Just curious how many others would use/advocate for an exclusion filter on tickets or including requestor groups in the “Groups” ticket filter?

0
BryceK
Apprentice
1 day ago
m.dinnocenzo
Apprentice
m.dinnocenzoApprentice
asked in Freshservice

Complete listing of endpoints available to the web hooks?

I am working in the Asset workflow automator to create a Purchase order when a consumable inventory is low.  I have been able to create and test every step of my automator successfully except for the webhook to create the purchase order.  I have ended up using the advanced payload so that I could specify different items from a web request to filter assets based on the name and type to get the available quantity data.  I have set the asset type to consumable on creation of the workflow and as such it should have the context of the asset type id available.This is the basic configuration:Basic webhook configuration The payload for the body is as follows, utilizing some of the parsed fields to make this as dynamic as possible:{ "vendor_id": {{P1.root.assets.assets_object.type_fields.vendor_21000057429}}, "name": "Purchase Order for{{P1.root.assets.assets_object.name}}", "po_number": "AutoPO - {{current_date_and_time}}", "vendor_details": "string", "shipping_address": "{{asset.requeste

3
m.dinnocenzo
Apprentice
1 day ago
S
Top Contributor
Stefan.RollTop Contributor
asked in Freshservice

Reader Fields are not included in "create & associate projekt Task" Workflow Automator

Hi there,i have created a custom object with 2 fields an identifier and an url,In my Workflow Automater i use the reader to identify the entry and write it to a ticket note in the Freshservice Ticket.This works like expected!But if i use the same to create a project Task, the reader field values are not included in the description for the project task.Also i missing the functionality to format the task description.Can someone explain this or is this missing for creating project tasks?Thanks,Stefan  

2
zachary.king
Skilled Expert
1 day ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Freshservice

How do i set a report that shows me the last month of data

HiMore than likely a learning curve for me here but i am looking to do a simple report for a resolving team statistics over the last month and then six months. My main thing is to setup many reports for the last calendar month that i use at the beginning of every month. I can see some filters etc that lets me set a specific start date to an end date but is there a way to make it so the report does this by itself for the 1st of every month to the last day of each month.  Thanks

11
Blair
Contributor
4 days ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
asked in Freshservice

Probe on windows server 2019

Hello, Is the probe still not supported on Windows 2019 servers ?  Installing Discovery Probe in your system | Freshservice Asset Discovery : Freshservice KRdaniel 

2
sanofar.allahpichai
4 days ago
smurfjoe
Apprentice
smurfjoeApprentice
asked in Freshservice

Microsoft Azure SSO - Can a guest account access Fresh apps via SSO?

I’m having trouble getting Azure guest accounts get signed into my Fresh apps (Freshservice, Freshmarketer, Org Site).  Normal Azure users are able to use the SSO login but guest accounts are getting SAML errors and “ <USER> cannot be logged in as this user is not part of this organization”. I came across another post that said the guest account needs to have Freshservice account as well.  I confirmed my guest user has a Freshservice requestor account. Any ideas to resolve this would be appreciated.  Thanks!

3
H
Community Debut
5 days ago
M
Top Contributor
Matt HTop Contributor
asked in Freshservice

Run automation workflow on specific date?

Is it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

13
M
Top Contributor
5 days ago
I
Apprentice
ITservicedeskApprentice
asked in Freshservice

How to show more than 4 status in ticket properties?

We have created several custom statuses, while they are available when updating a ticket via the “Send up arrow” in order to change the status as well as present when looking at a list view of tickets. When addressing an open ticket and looking at the properties pane on the right-hand side, only 4 statuses are shown. It does not appear we have the ability to change what statuses are listing within the properties field.

4
zachary.king
Skilled Expert
6 days ago
T
Apprentice
tony.sApprentice
asked in Freshservice

Can end users have the same search experience like our agents?

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.

0
T
Apprentice
6 days ago
H
Apprentice
HoldenApprentice
asked in Freshservice

Custom Support Portal- Search Bar Background

Hello,I have seen many themes where people ether have a solid color background or an image background, with the search bar overlaid over it. I attempted to change the background myself but it changed it for everything but the searchbar, Where exactly do I need to change it so that it only affects the search bar. Thank you.

1
zachary.king
Skilled Expert
6 days ago
H
Apprentice
HoldenApprentice
asked in Freshservice

Importing Data From Parent Ticket

I was wondering if it was possible to create an automation that reads data from entry fields in the parent ticket such as Employee Name or Contact Number, and puts it as a note in the child ticket. Any help is appreciated.

7
H
Apprentice
7 days ago

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