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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.

  • 1,689 Topics
  • 4,764 Replies

1689 Topics

M
Skilled Expert
maghedSkilled Expert
asked in Freshservice

List software used by user

Hi,Trying to figure out how I can get a list of softwares used by a specific user in a workflow. I can easily do it on Assets through API calls but I can’t figure out how to do it for Softwares. Any input?

0
M
Skilled Expert
6 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Where is your ITSM and IT support going in 2023 and beyond?

Given that we’re in September already, I imagine IT planning for 2023 is already in flow (if only for budget purposes). So what are you looking to do better or differently next year?Or are you still looking for the industry insights that will help you to match changing business needs to the right ITSM industry trends?Please share via a response thanks :)

4
manns
Skilled Expert
6 months ago
T
Apprentice
TJ6767676Apprentice
asked in Freshservice

Associate software with an incident ticket

Hi,I’m new to FreshService and I’m looking for a way to associate incident tickets with software so that I can use it for reporting. I know that I can associate any ticket with a ‘normal’ asset, but I can’t find a way to associate with software assets.Thanks in advance,Toby

3
challsealed
Community Debut
6 months ago
T
Apprentice
Tom Porter
posted in Freshservice

Ability to hide 'child request' forms from the main catalog

Hi,Not sure whether this should go into Report Problem or Feature Request, it's a bit of both.When we first started using Freshservice, we created a form in the Service Catalog, and on that form we had 3 additional items so 3 child tickets would be created. These forms were only to be used as part of the main form and nowhere else, so we looked for a method of hiding the forms from the catalog. Through trial and error, we discovered that if, on the forms that were to be hidden, we set the visible access to a group level that had no contacts or any conditions at all, then this removed the form from the user view, but it could still be seen within the main forms additional items and submitted as usual.I believe now this was more of an exploit than a proper feature, though it could be that this was an unintentional benefit of the system that has since been removed.So this is either a report of a problem with the Service Catalog forms, or a request to reinstate the 'feature' that allowed t

10
J
Apprentice
6 months ago
Charlotte.Sabado
Apprentice
Charlotte.SabadoApprentice
asked in Freshservice

How to export report with Ticket URL instead of ticket number?

In exporting a report how do we include a ticket URL instead of the ticket number only. This will be handy for the one reading the report if he/she wants to view the ticket number.

3
zachary.king
Skilled Expert
6 months ago
R
Apprentice
RGHDApprentice
asked in Freshservice

PA Create Guest Users Azure

Hi,i would like to be able to let users create a ticket/request in FS to invite a user to our Azure AD for sharing with said guest user. Im able to do it via MS Forms and PA. But i do not know how to build something like that with FS.Any help is much appreciated! Kind regards,Ralf

6
zachary.king
Skilled Expert
6 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Workflow Of the Week - Session 6 - Liquid Filters to extract information from from a ticket's subject and inject them into fields

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. In this week’s session, check out how to use liquid filters to extract information from a ticket’s subject and inject them into fields. Useful Resources:Liquid Filters and Placeholders - Use the examples in this solution article and tailor them to your own use cases.To view other posts in the series, search for #WorkflowoftheWeek

8074
P
Top Contributor
6 months ago
K
Apprentice
kwebbApprentice
posted in Freshservice

Configuration String for Helpdesk URL

I'm using AirWatch as an MDM Solution to push down the Freshservice App to our users and I was curious to find the Helpdesk URL Configuration Strings/Information so I can pre-configure that so my users won't need to search/ask for it. I feel as if I just need to know the Configuration Key in the App for the Helpdesk URL so I can enter in its value. 

7
M
Skilled Expert
6 months ago
simon.mills
Apprentice
simon.millsApprentice
asked in Freshservice

Embedding

I am wanting any information that people have for embedding our Freshservice portal into our School Intranet. We are being blocked by an Xframe Options issue. Any help is appreciated. 

0
simon.mills
Apprentice
6 months ago
BrendaM
Top Contributor
BrendaMTop Contributor
posted in Freshservice

Freshdesk-Freshservice integration: Allow Freshervice to initiate a ticket with Freshdesk

The current integration assumes Freshdesk is always the ‘customer’.  In our organization we have two support areas for our employees; IT (Freshservice) and Business Systems Support (Freshdesk).  We have three needs.  This integration solves for one.  It would be great to solve for all three.Business Systems request requires support from IT - solvedIT requires support from Business Systems - UnresolvedAbility to transfer a ticket to the proper helpdesk - UnresolvedOur business does not have a full fledged customer support area for all employee needs.  We have two support areas.  IT and Business systems. IT (Freshservice users) supports hardware and infrastructure such as phone systems and network. They also support licensed software such as Outlook, backups, etc.Business Systems Support consists of business analysts and technical analysts that support our business systems used to perform business transactions; services and systems provided through integrations with external partners.Ide

8
Matthew843
Community Debut
6 months ago
vishalnc
Top Contributor
vishalncTop Contributor
asked in Freshservice

asset import csv issue

While uploading the CSV to add the assets on to the systems , its giving date error.attached is the error Message 

4
T.Belevska
Community Debut
6 months ago
E
Apprentice
elopezApprentice
posted in Freshservice

Import option | Companies

Is there anyway to import a CSV file in the companies section as we can do in the Contacts section? I have a lot of companies to migrate from our current solution to fresh for successfully migrate all the info.Contacts import option:Companies:?????

4
T.Belevska
Community Debut
6 months ago
J
Contributor
JCCContributor
asked in Freshservice

Asset Management - Importing a CSV

Hi AllI’m new to the group, so Hi everyone.I have been trying to import a CSV from our old asset management system into Freshworks. I have had some success while testing. However, I have deleted the test records that were imported. When I try to import a batch from the same original CSV, I get the email that says this:-Total records in CSV: 14 Number of records created : 0 Number of records updated : 14 Number of records failed : 0 Number of records unprocessed : 0  Yet the asset register is empty. Has anyone come across this before?     

3
T.Belevska
Community Debut
6 months ago
N
Apprentice
necorbinApprentice
asked in Freshservice

Is there a way to import articles in a batch into the Knowledgebase?

Transitioning to Freshservice, and we are trying to figure out a way to import KB articles in a batch.  Is there any tool within Freshservice to do this?

4
L
7 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Get more then one record from a custom object

Hello, What I have seen using the Custom Object node in a WFA you only get 1 record. Anyone has a solution to get more then one ? Example you have CO with all your softwares and you need all adobe software to add a user to AD groups that each adobe applications the is associated too.I have a multi drop down field in my service item that the requester select the applications the new users needs. Can be one application with several access levels and each level have a dedicated AD group. 

7
zachary.king
Skilled Expert
7 months ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Prevent a ticket created email using workflow

Hi,Is it possible to prevent users to receive emails when a workflow is closing a ticket from a specific category or specific service request?I know its possible to skip new ticket email notifications, but is it possible to skip ticket close email notifications too?I doesn’t found anything related to this in the actions.Thank you, 

10
zachary.king
Skilled Expert
7 months ago
B
Apprentice
billy.hopkinsApprentice
posted in Freshservice

Importing Departments via API to PowerBI

Hi Am pulling in departments using below query:let     url=FreshServiceURL,     Source = Json.Document(Web.Contents(url & "/itil/departments.json")),     #"Converted to Table" = Table.FromList(Source, Splitter.SplitByNothing(), null, null),     #"Expanded Column1" = Table.ExpandRecordColumn(#"Converted to Table", "Column1", {"created_at", "head_id", "id", "name", "prime_user_id", "head_name", "prime_user_name"}, {"department.created_at", "department.head_id", "department.id", "department.name", "department.prime_user_id", "department.head_name", "department.prime_user_name"}),     #"Filtered Rows" = Table.SelectRows(#"Expanded Column1", each true) in     #"Filtered Rows"I am only getting 10 records through (the first page of departments in Freshservice) where as I have 14 total. Any ideas where I am going wrong? 

2
T.Belevska
Community Debut
7 months ago
J
Top Contributor
jafozzieTop Contributor
asked in Freshservice

and/or options for automator

I am trying to figure out how to do an and/or statement for workflow Automator in order to consolidate about 60 workflows.  I have only been working with Freshservice for about 3/4 months and have little to no experience in writing expressions.Has anyone done this and how did you do it?Apologies if I posted this in the wrong sub forum. 

2
J
Top Contributor
7 months ago
L
Apprentice
luis.sotoApprentice
posted in Freshservice

API Data Exports with Custom Fields and All Available Data

Team,  The API Data Export feature right now has a couple of major flaws:   1) Tasks API Export is published but it does not run even after it has been configured.   2) All API Data Exports do not allow for the addition of custom fields in templates   Can you add into your roadmap the capacity to add service item custom fields into API Data Exports?  In addition, can you allow paragraph type fields in API Data Exports as well as in Fresh Service Analytics module?

2
T.Belevska
Community Debut
7 months ago
rmmiles
Apprentice
rmmilesApprentice
asked in Freshservice

Requester Import / Export via CSV in freshservice API?

Hello,Does anyone know if there is any way to view a current bulk import of requesters, stop a current import, or start a new import? This feature appears to be available via the freshdesk API (https://developers.freshdesk.com/api/#import_contact) but not for the freshservice API (https://api.freshservice.com/v2/#requesters)?This would be very useful since I started a bulk import of requeters over two days ago and it appears to be stuck. The web interface will not allow me to start a new import because it thinks the current one is still running.

2
T.Belevska
Community Debut
7 months 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.

8
T.Belevska
Community Debut
7 months ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Freshservice

Import Purchase Orders

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

3
T.Belevska
Community Debut
7 months ago
I
Top Contributor
ITservicedeskTop Contributor
asked in Freshservice

Switching to MSP mode on established HelpDesk

We are looking to switch to MSP mode in order to provide alternate portal for different areas of our organization. We wanted to confirm that there would be no impact to the current portal, tickets, changes etc other than the properties being adjusted for Company and Customers. Essential when switching to MSP, does it affect anything in the current environment such as workflows, open ticket, . .  .  Didn’t want to flip the switch to find out the portal and content we have been using for nearly a year would be adjusted other then the two property names.

4
T.Belevska
Community Debut
7 months ago
E
Top Contributor
EdKTop Contributor
asked in Freshservice

Convert to Shared Mailbox

I’m working on an offboarding process in FreshService and would like to convert a mailbox to shared.   We are a hybrid environment so I’m thinking that would need to be done in Exchange Online using Powershell somehow.  Has anyone figured out how to do this?   Thanks

10
zachary.king
Skilled Expert
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What does experience mean to your IT team(s)?

This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues your organization is facing to see if we can help. Thanks :)  

0
manns
Skilled Expert
7 months ago

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