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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.

  • 1,801 Topics
  • 5,195 Replies

1801 Topics

HeatherM14
Apprentice
HeatherM14Apprentice
asked in Freshservice

Automated Agent Removal

Does anyone have a workflow they are using to alert their team when an employee with Agent access in Freshservice leaves the company? Right now it’s a pretty manual process for us. We currently use Workday as our HR tool.

4
J
Contributor
4 days ago
Josip
Apprentice
JosipApprentice
asked in Freshservice

Main Admin can't see tickets or anything anymore

Hi,I was experimenting with admin permission and removed the main admin from the IT Workspace.I believe with that I lost the necessary roles to view tickets etc.When I re-add myself to IT workspace nothing happens as I cannot give myself Roles? How am I supposed to give myself permission then? It says user cannot give roles to himself but I only have one, main admin? So once you remove a permission or role from the admin you cannot re-add it again?Can someone explain this to meKind regards,Josip

1
eeha0120
Skilled Expert
11 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Tasks to Dashboard

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.  Tasks can only be seen through the “My Work” section.  How can I add tasks to the Dashboard view?

0
S
Top Contributor
12 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Conditional Questions on Service Item

We have questions on our Service Items and want to trigger other questions based on the answer to those questions.  I know it is possible, but cannot figure out how to do that?  Can anyone help?

2
Daniel Söderlund
Skilled Expert
12 days ago
J
Apprentice
JanUfoApprentice
asked in Freshservice

Different Support Portal, solutions and Fields - is possible?

Hello, Is it possible to create different support portals depending on the organization? Each organization requires different tickets, solutions and fields. Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.

3
karren-becker
Contributor
11 days ago
KyleJD
Apprentice
KyleJDApprentice
asked in Freshservice

how to configure SAML SSO with ADFS

how to configure SAML SSO with ADFS

4
karren-becker
Contributor
11 days ago
PavithraSelvaraj
Apprentice
PavithraSelvarajApprentice
asked in Freshservice

Is there a way to create webhook using API

Hi Team Is there any API available for creating webhook without using generateUrl() function. Thanks in Advance for your response!.

1
Daniel Söderlund
Skilled Expert
13 days ago
G
Top Contributor
GeraldTop Contributor
asked in Freshservice

Missing operand expression builder trying to pull start date

Hello,I am using the Employee Onboarding Module. In my workflow automator, I am trying to pull that start date and set 48 hours before it as the date the ticket is due. I was told by Freshservice that I need to use expression builder as so:I have tried with _iso and without. I asked how that was an expression, and was told they’d submit a ticket for me and that should work.I tried date(“{{ticket.onboarding_request.actor_1.cf_date_of_joining_iso}}”) and that didn’t work either.

4
G
Top Contributor
9 days ago
Brian Yarde
Apprentice
Brian YardeApprentice
asked in Freshservice

Create flow to connect to FreshService knowledge base search

Hi, I will like to create a flow that connects to FS via api. From that a Power VA bot wil call that flow to respond to input from flow.

0
Brian Yarde
Apprentice
13 days ago
CountryCloudBoy
Contributor
CountryCloudBoyContributor
asked in Freshservice

Freshservice Intergation with Microsoft Sentinel

There was a thread on this question started over a year ago but no answer.  I am trying to setup integration between Microsoft Sentinel and Freshservice for a customer of mine.  We have the automation playbook setup using an example from another service desk logic app.  We are using the freshservice connector.  IT is asking for the username and password.  I am assuming this is an API username and password?  When trying an account and after creating an API Key for that account the connector still doesn’t connect.  Please check your account info and/or permissions and try again. Details: Please check your account info and/or permissions and try again. More diagnostic information: x-ms-client-request-id is 'A2FFE59B-BCD0-493A-9AA6-E1AF4AB16461'.

3
Daniel Söderlund
Skilled Expert
13 days ago
Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Freshservice

Make email reply reflect inside ticket as a reply

I made it when a requester submit a ticket, it sends an email to him,if when he reply to that email,Or someone Cc an email in ticket (it sends this reply to his email),  Once the requester reply to that email, it wont reflect to the ticket.So what I need is making the reply reflect to ticket

5
eeha0120
Skilled Expert
20 hours ago
C
Apprentice
CecileApprentice
posted in Freshservice

Associate assets to a Change or Incident - usability enhancement request - multi-select accross pages

Dear community,when we associate assets to a Change or Incident, if the Assets are spread across multiple pages, we cannot multi-select and add the assets. It has to be done one page at a time. We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated.If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented!Thanks,Cécile

3
eeha0120
Skilled Expert
12 days ago
Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Freshservice

Asset management (Assigned vs Unassigned)

 Hello,  I need to use asset management in a daily use for IT assets ( laptops - sim cards ...etc),Most of assets assigned to users (used by...) = assignedOther assets in stock, which arnt assigned (unassigned), So i need to make a filter as assigned and unassigned, I tried to edit the default to add these options but its not allowed,Even if i added them on each category, but still i cant filter then unless i exported the sheet and this is not flexible,So how can i fix this or should i go to another solution like snip-it,all i need is to filter when we have outside (assigned → used by) and what we have in stock (unassigned) I thought I should add a category say (stock laptop - stock sim cards ...etc) ????? 

1
PatrickMurphy
Skilled Expert
15 days ago
R
Apprentice
RvkersenApprentice
asked in Freshservice

Purchase Order Request Approval Notification

Is there a way to have notify an agent when a purchase order request that has been submitted for approval has been approved? Right now we just have to remember to go back and check the status. It would be much better if an email notification would go to the agent that created it or the ticket it’s associated with would be updated somehow. Or if there is a way to work this out with a workflow, that would be great.

0
R
Apprentice
16 days ago
TRUNG LE
Apprentice
TRUNG LEApprentice
posted in Freshservice

Authentication from custom Mobile App/ 3rd party app

Hi,I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy.   Product team please consider option to keep authentication method using Username/ Password.Thanks Trung.Le

2
TRUNG LE
Apprentice
16 days ago
S
Contributor
sheagordonContributor
asked in Freshservice

Editing Service Request after Rejection

In reviewing the ability for requesters to edit a service request after an approver has rejected a request, once the requester edits the service request, the approver doesn’t have the ability to now Approve it.  On the Agent side it shows as rejected and the field is not editable. How can I structure the service request to have the Approver be able to review the changes and Approve/Reject the service request?  I’d also like to have this automated so the Agent would get the alert that changes were made and they receive a new approval alert. 

2
S
Contributor
13 days ago
Aviationstuff
Apprentice
AviationstuffApprentice
asked in Freshservice

Docusign Orchestration Error 400 Attaching document to ticket

Hello, I’m trying to use the Docusign Orchestration in Freshservice, trying to attach a Document to a note in a Ticket. This is the error I receive, I’ve tested changing the document ID and if it’s incorrect the error message is that the document ID doesn’t exist. Also attaching what the request looks like from Docusigns end.   Docusign’s API Message:  

1
A
Apprentice
17 days ago
J
Contributor
JoeSuarezContributor
asked in Freshservice

Freshservice: Allow agents to send activation emails

Hello,We would like to give agents the ability to send or resend verification emails to contacts in Freshservice. We do not send activation emails automatically.Administrators currently have the ability to send activation emails, but agents do not see the link to send activation emails. We would like to delegate that to agents in a specific role.Is this currently possible? TIA

1
eeha0120
Skilled Expert
19 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Text on Ticket Page in Portal

I want to be able to add custom text under the “Report an issue” on the ticket form on the portal.  It is all HTML though it seems.  Any easy way to do this?  

3
S
Top Contributor
19 days ago
E
Contributor
erikstrContributor
asked in Freshservice

Running multiple workflows at once

First of all, I did take a look at the following thread but I think what I want to do, or better try to achieve, is something different.I’ve got an approval matrix for purchase orders which is triggered by the event “Service request is raised” and only runs on these tickets. This workflow works perfectly fine.Now I got the requirement that we need a “priority matrix” for these service requests. Easy said, easy done. Well, no. For the second workflow I used the exact trigger following by the exact same condition (Service request is raised and Ticket Fields.Included Items includes any Purchase Order) but it won’t run.I even created a scheduled workflow with the exact conditions and it, indeed, does run daily at 1am.Does anyone have a clue why the second workflow doesn’t start when raising a corresponding service request? P.S.: I can’t consolidate the two workflows into one because, sadly, non-linear workflow aren’t a thing (yet?) 

8
E
Contributor
19 days ago
E
Skilled Expert
EricRoelandSkilled Expert
asked in Freshservice

Email fields in reply

Hello All,We are communicating with one partner using email. They have a non API-self build service tool.It would be great if we can use some information from their emails as input for our tickets in Freshservice.E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created. Is this possible? If yes, how? Or where can I find the info about this.I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)RegardsEric

14
E
Skilled Expert
13 days ago
davidchilds
Contributor
davidchildsContributor
asked in Freshservice

Unable to Update Requested Items of a Service Request

Hello,I am working with custom_fields of a Service Request and I’m not able to create & populate a custom field with the API.curl -v -u <APIKEY>:X -H "Content-Type: application/json" -X PUT -d '{"custom_fields":{"additional_property_1": "value1"}}' 'https://<SUBDOMAIN>.freshservice.com/api/v2/tickets/13336/requested_items/13336'13336 is the ticket numberI am getting {"code":"access_denied","message":"You are not authorized to perform this action."}* Closing connection 0

9
Daniel Söderlund
Skilled Expert
19 days ago
Z
Skilled Expert
zachscottSkilled Expert
posted in Freshservice

Discover the Ease of Reporting on Tickets - Part 1

Hi All, Does anyone have the recording to part 1 of the Ease of Reporting on Tickets Webinar? I was unable to attend but haven’t seen anything about a recording. Just curious if I missed something or if the recording hasn’t been released yet. Thank you in advance! Zach

2
Z
Skilled Expert
23 days ago
M
Skilled Expert
martin.jSkilled Expert
asked in Freshservice

Announcements in Freshservice Mobile app

Is there a way to make announcements visible in the mobile app?When we have outages etc, and users to go the app, there is no visual or anything to display any announcements that we have..

3
M
Skilled Expert
21 days ago
rfrutiger
Apprentice
rfrutigerApprentice
asked in Freshservice

Reorganize Workflow?

I have been working on a workflow adding and removing blocks, but now it is kind of a mess with extra long connections to between blocks, or blocks where I removed a decision and kept the no decision. I don’t seem to be able to resize any of the connections or move the blocks around on the board. Am I missing something, or is the only way to reorganize this workflow to start over and not make any mistakes along the way?

3
PatrickMurphy
Skilled Expert
23 days ago

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