Question

Custom Location Fields

  • 13 May 2022
  • 9 replies
  • 214 views

Userlevel 1
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I’m trying to find a way to create custom fields in the location object.  We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this.  Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?


9 replies

Userlevel 6
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@je.aag do you use the active directory integration? If so you can map an AD field to the location field to help populate locations you already have defined in Active Directory.

Userlevel 1
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@keefe.andrews - we use AD integration and map that field.  Not at all what I’m looking for, I’m trying to find a way to create custom fields in the location object.  

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I second this, this feature definitely needs to be implemented.


Can i ask what 3rd party integration your using to do this currently?

Userlevel 1
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@crux_jason - we are just using HubSpot and then login there to get all the info that we can’t find a way to add into FreshService.  Kind of stupid really as FreshWorks has a CRM solution, and I actually think they can do what we want in FreshWorks, but there’s no functionality in FreshService for this type of problem.

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@crux_jason - I know I replied to this once, but it appears my reply is gone.  We are just using HubSpot as the 3rd party CRM.  No integration really, just linked in the default ticket view so techs can bounce between FreshService and the CRM.  We had used an Excel doc for a while and that worked too.  Honestly this is becoming a bigger issue for us and no one at FreshWorks cares.  It’s bizarre. 

 

Userlevel 2
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@je.aag  Do you wish to track what systems are hosted (installed/deployed) or what systems are used (by users) on each location?

Location (physical) is typically (within ITSM) not an attribute on a System (software assets) as systems are not physical things. A system is installed/hosted on one or many devices (Hardware asset/CI) and used by users and both the devices and users is connected to a physical location. So by connecting the dots you might be able to solve your use case?

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@maghed can’t speak for @je.aag,

 

But can speak for one of our use cases, we have hundreds of “Mobile Plans/Numbers” as contracts in Freshservice,


Whenever possible we are assigning (or associating to use the correct term) these “Mobile Plans” to our Mobile Device Assets whereever possible as we have no location or requestor field in contracts and this is the only way to show who and where these plans are attached to,

 

HOWEVER​​,


Unfortunately this breaks down we our staff use their own personal device with our Mobile Plan, this leaves us unable to associate the contract with a device and then by extension a requestor or a location.

 

Currently using free text fields as a work around but not ideal.

 

Kind Regards, Jason       ​​​​​

Userlevel 2
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Hi @crux_jason 

I know to little of how contracts should be used in FS and your real business needs to respond with confidence really. But I would think that contracts are not meant to be used to track each individual mobile plan/number as these are not directly related to a fixed/leased assets (hardware/software). The user could simply put the sim card in another device and your repository would be incorrect. 

But if you have the need for it, perhaps you should consider creating fake assets to cover for when the user is using his/her own device? (would be CI´s really but FS don’t use that term for some very strange reason)

Alternatively, create service assets (CI´s) that represents your mobile plans and relate them to the users that is subscribing to the services?

Userlevel 1
Badge +1

@je.aag  Do you wish to track what systems are hosted (installed/deployed) or what systems are used (by users) on each location?

Location (physical) is typically (within ITSM) not an attribute on a System (software assets) as systems are not physical things. A system is installed/hosted on one or many devices (Hardware asset/CI) and used by users and both the devices and users is connected to a physical location. So by connecting the dots you might be able to solve your use case?

@maghed 

We are looking to track which systems are installed/deployed at each location.  A perfect example is that have no way in FreshService to track which access control system is installed at a location.  Tracking the access control to a user is just not possible as users can move between locations.  So, if a user opens an issue about the access control system at Location ABC we have no idea what that system is, what type of support agreement is setup, how to manage the system, etc, etc.  All of this info is available for SaaS or Cloud solutions if the software is associated to a user, but again that doesn’t work for us.  So for now, we are still forced to use 3rd party systems to manage location based info as FS still doesn’t have a solution.

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