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  • 1,571 Topics
  • 4,394 Replies

1571 Topics

H
Apprentice
heather.stockwellApprentice
posted in Freshservice

How can I report on when Solutions articles need to be reviewed?

I'm entering review dates for solution articles but I can't see any easy way to report on these so that I know which ones need reviewing each week.  Is there an easy way for me to do this?

3
C
Community Debut
6 days ago
T
Apprentice
TomPedersenApprentice
asked in Freshservice

Combining expressions inside each other

I am trying to make the expression build the email for new employees. Its real simple, first inital, last name. I cannot seem to combine a concat and a charat in the same expression so it can scrape the first inital of the first name, get the last name from the ticket, and then combine it all together. I was thinkingconcat('charAt('{{ticket.onboarding_request.actor_1.cf_employee_name}}', 0)',  '{{ticket.onboarding_request.actor_1.cf_employee_last_name}}')Result: charAt('Value 1', 0)Value 2But this does not work. I have tried to play with the parenthesis and quotes, so if one is off here that isnt the problem

2
afautley
Skilled Expert
6 days ago
Malcz86
Apprentice
Malcz86Apprentice
asked in Freshservice

Azure Orchestration - Updating Line Manager

Hello,There doesn’t seem to be an option to update line manager in Azure AD via an orchestration, we were hoping that we could add line manager to new starter forms so they are automatically added to a new user account when its setup.We use SSO with Azure AD for our Fresh Service, so this also means Fresh Service requesters should have their line managers listed.However doesn’t seem to be an option, am I missing something, or is this in development?

0
Malcz86
Apprentice
9 days ago
N
Contributor
NC39Contributor
asked in Freshservice

Adding Manager attribute using Azure Orch - Create User

I’ve got a workflow going to automate creating new user accounts when receiving onboarding tickets. The “Create User” acion is missing inputs for some attributes, but I was able to get city, state and country added in custom attributes.{    "city": "{{R1.city}}",    "state": "{{R1.state}}",    "country": "{{R1.country}}"}My final hurdle to completing the automation is passing the reporting manager selected in the onboarding form to Azure as the user’s manager. Simply using the “manager” attribute does not seem to work.Is this possible?

1
N
Contributor
9 days ago
T
Contributor
tkerebelContributor
asked in Freshservice

Does FreshRelease still exist ?

Hello,Does FreshRelease still exist ? Is it possible to sign-up ?

0
E
9 days ago
BrynCYDEF
Skilled Expert
BrynCYDEFSkilled Expert
asked in Freshservice

Many blank rows get inserted when editing ticket description field

Many blank rows get inserted when editing ticket description field

7
J
Skilled Expert
9 days ago
BrynCYDEF
Skilled Expert
BrynCYDEFSkilled Expert
asked in Freshservice

Forum fail - cannot create posts with screenshots

forum fail BROKEN cannot create real post with screenshots @support 

0
BrynCYDEF
Skilled Expert
9 days ago
P
Apprentice
Pchacon82Apprentice
asked in Freshservice

Skip closed ticket notifications

In the Workflow Automator, there is an action to skip new email notifications.  Is there a way to skip closed email notifications?  

8
Jerome
Community Debut
9 days ago
P
Apprentice
philip.eplingApprentice
asked in Freshservice

Can the text of a Solution Article be automatically added to a ticket note?

I’ve so far been using links to my solution articles as notes in my tickets via Workflow Automator, however, the CIO wants the static text of the article added to the ticket every time (since the article text could be changed at a later date and would thus not reflect what the agent was instructed to do at the time the ticket was worked). I know that the agent can manually insert the text of a solution article into a note/reply, but I was hoping it was possible to use Workflow Automator to perform this step instead. Any thoughts? Thanks!

0
P
Apprentice
9 days ago
Dani
Apprentice
DaniApprentice
asked in Freshservice

Business Rules - Automatically setting a drop down option depending on group

HI All, Is there a way to have a drop down item automatically selected depending on a requesters group in a service request?I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it.I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down.Is there another way to do this apart from business rules? ThanksDani

1
eeha0120
Skilled Expert
10 days ago
Trevor Cooper
Contributor
Trevor CooperContributor
asked in Freshservice

CSAT response workflows

We have a simple CSAT survey setup, which we can run a periodic report on.  However we would like any negative responses to be automatically identified. I can create a workflow when Customer Satisfaction Rating is negative to send an email, but how can I then:Include the CSAT response information in the email Send the emails to the agents manager rather than having to send to all managers (or 1 manager and they distribute onwards)

0
Trevor Cooper
Contributor
10 days ago
F
Apprentice
FSEnthuApprentice
asked in Freshservice

Help Needed for Custom CSS code

Hello Everyone, on My User Portal, I have changed the look of service Item Listing. Earlier it was showing three columns and now I changed it to one: However, if you see in the above Image, the Item Name and Short Description of the Item is not showing it completely. I don’t want any “...” at the end . I want the entire Item Name and Item Short Description to be displayed in full.Can someone please help me with this?

2
JTAVOLARO
Skilled Expert
10 days ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Freshservice - Leaderboard report

Hello Team, Happy New Year!Just want to ask if we can extract the data for the whole year for this leaderboard. currently, the max is 3 months, is there a way to expand it? 

1
eeha0120
Skilled Expert
10 days ago
M
Contributor
michael.fongContributor
posted in Freshservice

Inventory management question?

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future.  If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.

8
raymondcanilao
Skilled Expert
11 days ago
rromine
Apprentice
rromineApprentice
asked in Freshservice

Templates in Solutions for Freshservice

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice? 

10
D
Apprentice
11 days ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Cancel Approval - once ticket is cancelled

Hello, is there a way to automate via workflow the process of canceling the approvals of SR once ticket is set as cancelled? or closed?

2
PatrickMurphy
Skilled Expert
11 days ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Maintaining Service Item

Hello Team, Would like to know on how do you maintain multiple service items like laptop? like we have different laptop models with different specs and over the time some might need to update the price. the problem  is whenever there is a need to change and update the details per item, I need to do this on a lot of items or need to create another service item since I don't want to modify previous transactions made per specific item. is there a way to use the custom item? if yes, may i know how?

1
PatrickMurphy
Skilled Expert
11 days ago
joselguerra
Apprentice
joselguerraApprentice
asked in Freshservice

Department Ticket Queue and Personal Queue

Hi There,I’m new to Freshservice. I’m looking to see if there is an option to create tickets by department and personal.For instance, HR department members should be able to create tickets for their department, where all members of that team should be able to see, edit, delete, change, etc. those tickets.On the other hand, those same HR members, should be able to create tickets that are pertinent to each of them independently. These latter tickets should only be seen by the one HR member who created the ticket because it’s a ticket that concerns to the one HR member only, not being a HR department ticket, and should not be seen by the whole HR department. Hopefully, it’s clear.Thank you in advance for your help

1
PatrickMurphy
Skilled Expert
12 days ago
todd5903
Skilled Expert
todd5903Skilled Expert
asked in Freshservice

Ticket approvals for transferring employees

We are running into issues processing approvals for employees that are changing departments.  When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor.  We are wondering if others have run into this issue and if so, how you resolved it.

1
PatrickMurphy
Skilled Expert
12 days ago
F
Apprentice
FSEnthuApprentice
asked in Freshservice

Hide/Disable the Reply Box on the Support Portal when ticket is closed

Is there a way to Disable/Hide the Reply box on the support Portal when the ticket Status is closed?I can setup a workflow that to send email to customer when user adds comment on the closed ticket. But that’s a secondary. Primarily, user should not able of reply on a closed ticket or the REPLY box should be disabled or hidden.

3
afautley
Skilled Expert
12 days ago
N
Apprentice
NinaworksApprentice
asked in Freshservice

Attachments with changes

Hello, Is it possible for requesters to add attachments to a change in Freshservice? At the moment I’m trying to find a way, but it doesn’t seem possible to do so. Can anyone conferm or am I searching in the wrong spot? 

2
N
Apprentice
12 days ago
C
Apprentice
choytApprentice
asked in Freshservice

Azure Devops - Orch add attachment

Hello,I’m trying to add an attachment using the App Node Azure Devops Orch Add attachment but I keep getting an error 403 you are not authorized. Has anyone got this to work? The Create/Get Item works just fine.

3
A
Community Debut
13 days ago
Issam.ben.khelifa
Apprentice
Issam.ben.khelifaApprentice
asked in Freshservice

Adding views in self service Portal

Hi All,Is it possible to customize the tickets view on Self Service Portal ?I need to add specific views for Incidents et Service Request with specific filter.ThanksIssam

3
A
Community Debut
13 days ago
S
Contributor
SEANPAULContributor
asked in Freshservice

API FRESHSERVICE - DELETE AN ASSET

HelloI try to delete an assetBut I have this message :{    "description": "Validation failed",    "errors": [        {            "field": "deleted",            "message": "awrns_service_delete_not_allowed",            "code": "invalid_value"        }    ]} An idea ? 

10
S
Contributor
13 days ago
K
Top Contributor
kenrisdonTop Contributor
asked in Freshservice

Approval emails

Hi, we’re trying to automate our onboarding process using the Onboarding module.  We need to send approval requests to team members other than the Dept Head and Reporting Manager.  I’m trying to create a workflow automation that will send out the approval emails but have run into this problemHas anyone found a work around to this problem?  I’ve tried creating custom objects and reading them in the workflow automation but I’m not able to get the objects into the “To” field when setting up the approval email.  Any guidance is greatly appreciated.

8
daniel.soderlund
Skilled Expert
13 days ago

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