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

Finally making it around to share our “known issues list” process. We use problems within FreshService to track both outages as well as on going issues that require more involved fixes. We wanted to develop a process that allows our employees to easily let us know that they are experiencing a particular issue which provides the team responsible for problem resolution with more examples and additional staff that they can reach out to for more information. The process that we are using relies on a number of different technologies within our environment, however, this same solution could be developed in a number of different ways.

First we added a checkbox and a new text field to the “problem” form. As shown:
 

Since we are ‘publishing’ the known issues list to SharePoint we keep track of the ID of the item in the SharePoint list to make updates easier (for example, we want to hide the item if the ‘add to public known issues list’ is unchecked.

We then execute the following workflow within FreshService whenever a problem is reported or updated

The web services call in the third box executes a routine in our RPA platform which copies some properties from the problem to the SharePoint list, which ensures that they are always in sync.

Within SharePoint the list then looks like the following:
 

The link under “Registration Link” is a customized link with query string parameters which pass the FreshService problem ID and problem title to a form within sharepoint which looks like the image below:

The user then fills out this form which, upon submission, will create a new incident that is associated with the specific problem in FreshService. We append the users email address to the end of the title which is used for the subject of the created incident request so that the techs can quickly see the users who have experienced the issue by looking at the associated incidents in the problem.

We specifically worked this using ‘low code/no code’ processes, however, if you wanted to develop a website that pulled the data directly from FreshService that could make this simpler. It would be great if FS was able to provide this type of functionality “out of the box” and have the known issues list linked from the end user portal.

Feel free to ask any questions you have :)

-G

Hi Ninjas and enthusiasts!! Remember during the meet-up we mentioned to you about the Ninjas getting exclusive access to try our 1:1 networking program? Have you signed up yet?

But, what’s this?

• A platform for building stronger communities, culture, and teams through intentional connections.
• Answer few questions, get matched to another community member and get talking.
• YOU get to be the first ones to try it out.

What you get?

• Exclusive access to trying this for the first time
• Connect with like-minded community members through ‘Smart Matches’
• Share your feedback with us about the tool so that we can implement it for the rest of the community based on your thoughts and suggestions

Join the Elite Club

What are you waiting for? Sign up now, we’ll see you on the other side :)

Hi @manns! Here’s a recording of the Ninja Meet-up :) 

@rashmi.nag Thank you so much for recording this session. It was extremely insightful. I was hoping we could continue the conversation in this thread. 

I think it was @ggallaway (couldn’t see names on the recording) who mentioned how they were building a “Known Problems List”. This sounded amazing and was hoping to gain some further insight on how you have implemented this functionality.

Also, just to drop a few things that I would have loved to contribute in the meeting… @daniel.soderlund I have implemented Employee Onboarding recently so if you have any additional questions please don’t hesitate to ask, would love to share our triumphs and struggles with you to help you in your quest for EOB in freshservice. Secondly, can’t wait for “Time Based Automations”, this will be game changing for us. Thirdly, @keefe.andrews I also have been on the bad end of an endless loop with supervisor rules and WFAs . Lastly, I love all the initiatives to grow this community and add the ability for us all to engage in different ways, as we continue to support each other across the globe. 

Thanks again!!! Take care 

Thank you for the response.  I appreciate the follow up and actions to help make it a better experience next time. 

Hi @zebb.s and @zachary.king - We’re sorry that you couldn’t join us today! We’ve shared your feedback with the Bevy team and we’ll hopefully try to get some support for you for our upcoming events.

We have a recording of the session and we’ll be posting it here by early next week. I’d request the other attendees to also share some snippets of the conversation here for Zebb and Zach! 

I’ve tried several times to log in and it won’t give me a unique link.  I’m not able to join.  :( 

Please let me know if there is a recorded session I can review later.  Thank you. 

Hi Ninjas!!

2 more days to go….and I cannot be more excited!! 

Make sure to Register for the event as this is mandatory for you to join us virtually for the meet-up.

I’ll be sending across calendar invites and Instructions on how to join the meet-up (it’ll be hosted on our new events platform called Bevy) to all the registered participants. So keep a watch for it in your inbox.

Take care :)

Spring/Summer gets busy quick!   Thank you for the heads up and look forward to this event! Should prove to be informative and I am excited to see the community coming together to share knowledge and insight on the freshservice platform.

Hello to the Ninjas and to our enthusiasts who had signed up (about to sign up) for our Ninja Meet-up for this week!

There’s an update for all of you -

Since this will be a long weekend in the USA, we decided to move this meet-up to the next week, Friday, June 3, 2022 at  9:00 AM PST/ 12:00 PM ET.

I still hope all of you who have registered with us can make it to this fun-filled meet-up next week. Me and my team here are extremely eager to meet each and every one of you! 

SAVE YOUR SPOT (if you already haven’t)

@zachary.king @keefe.andrews @ggallaway @adityatawade @manns @daniel.soderlund @zebb.s @Hugh Adams @Stratto @patricksawyer @ekrasner 

I’m still a Freshservice novice admin (okay, maybe intermediate) and am looking to gain more knowledge.  I’m excited to be a fly on the wall.  :) 

Hey @zachary.king. We’ll be meeting virtually on Bevy (our new events tool) which will be very similar to Zoom. I shall be sharing a guide on how you can use Bevy, a day before our meet-up. Hope that helps :)

I think it would be great to hear what each ninja considers their biggest accomplishment using the platform this year, and what projects and approaches they are working on over the next few weeks/months.