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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.

  • 1,681 Topics
  • 4,742 Replies

1681 Topics

M
Skilled Expert
MichaelS24Skilled Expert
asked in Freshservice

Setting default view for Service Request in Portal

Hello Fresh Community,We are new to Fresh Service and hoping to create a default view for our end users in the Service Catalogue view in the Support Portal. It currently defaults to “All Items”.We would like to curate a specific sub-section of items in the homepage instead. Is this functionality possible?Thank you,Michael. 

1
zachary.king
Skilled Expert
10 months ago
J
Skilled Expert
je.aagSkilled Expert
asked in Freshservice

Best Practice for setting up assets across multiple locations

I see there’s no way to have custom fields for Locations, so what’s the best practice for showing what systems are running at different locations.  E.g. 100 sites run SystemA, 50 sites run SystemB, 50 sites run SystemC.  We have 2000 users across all these sites.  So, if I build all 200 sites as locations, do I have to build 100 of the same exact software asset in the Inventory object and then assign all 100 to an individual site?  That feels extremely inefficient so I have to be missing something somewhere.  There has to be a way to build a single asset, assign it to multiple locations, and then assign users to those locations (Right??  Someone please say “yes!”).  

0
miakhalifa
Community Debut
9 months ago
rc-donalhunt
Apprentice
rc-donalhuntApprentice
asked in Freshservice

Retrieving approval status via FreshService v2 api?

As part of some automation we are intending to implement for account provisioning, I would like to be able to see the approvals that have been requested and granted? In the UI I can see the requests being sent to approvers but I don’t see a way to retrieve the approvals via the API. I believe the approvals are being gathered through the use of Workflow Automator. Am I missing something? Is it possible to retrieve these approvals and their status?If not, any suggestions on the best way to track approvals so we can pull them programmatically? Our intent is to follow the “trust but verify” philosophy. It helps with auditing in the sense we can capture a list of requests and who provided approvals. Thanks!

2
rc-donalhunt
Apprentice
8 months ago
joellanz
Apprentice
joellanzApprentice
asked in Freshservice

Onboarding Workflow

I use the requester e-mail as a variable in a workflow automator app. However, the specific workflow does not work in the onboarding process because the requester is stored there in an onboarding field (custom field: e-mail). Is there a way to use the onboarding field (custom field: e-mail) in the workflow if it is being processed as part of an onboarding process and otherwise the requester (e-mail) field?  

3
zachary.king
Skilled Expert
10 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Community Spotlight: AMA with Freshservice Customers Nicola and Peter, ProfelAsk Me Anything

Hello people! 🙋🏽How’s everyone doing? 😊Our community here is built primarily of our customers and we enjoy having them take-over the community to share their stories, insights and journey with all of us.We have an exciting AMA session coming up just for you from our Freshservice customers. This time, the spotlight is going to be on Nicola Beysen @nbeysen (Infrastructure Coordinator) and Peter Proost @pproost (Software Coordinator) from Profel.Check out the below 2 posts to learn more about Nicola and PeterAbout Profel:Belgian family company Profel manufactures frames and doors in aluminium, wood and plastic for the non-commercial market. Each year, the company supplies around 170,000 frames and doors to approximately 30,000 families, earning it the position of the market leader in the Benelux countries.At Profel, every element of the IT landscape revolves around production. For the manufacturer of doors, windows and aluminium profiles, it is essential that the machines in the factor

50636
P
Contributor
9 months ago
J
Apprentice
JuddApprentice
asked in Freshservice

Metric filter for all tickets a agent processes

I am having trouble figuring out how to create a widget “Ideally donut” that show the percent of tickets an agent has worked on. Some of our tickets get passed around between agents depending on their specialties but when I try to generate a metric showing the agent it only counts the tickets that they are currently working on or were assigned when closed.

1
D
Community Debut
1 month ago
MrLiquidBread
Contributor
MrLiquidBreadContributor
asked in Freshservice

FreshService Provisioning app - provisioning error on employee_id

I’ve installed the FreshService Provisioning app to my Azure AD tenant, following the online instructions exactly, not making any configuration changes.I add a test AAD user to the “Users and Groups” permissions to use the FreshService Provisioning app.When I manually try and provision this test user and I am receiving the below error referencing the “employee_id”. Export details Failed to create User 'ittest@trilliumstaffing.com' in FreshserviceError codeSystemForCrossDomainIdentityManagementServiceIncompatibleError messageStatusCode: BadRequest Message: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details. Web Response: {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":[{"field":"employee_id","message":"It should be of type Integer","code":"missing_field"}]} Now from what I can discern form the above error, I need to add the custom attribute “employee_id” to the FreshS

3
A
Community Debut
6 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Expression Builder expressions

if(regexMatch('{{ticket.tags}}', "Step2"), if(regexMatch('{{ticket.tags}}', 'Manager'), "{{P1.root.requester.reporting_manager_id}}", "{{R3.namedapprover1}};{{R3.namedapprover2}};{{R3.namedapprover3}}"), if(regexMatch('{{ticket.tags}}', "Manager"), "{{P1.root.requester.reporting_manager_id}}", "{{R2.namedapprover1}};{{R2.namedapprover2}};{{R2.namedapprover3}}"))I have created  this expression.  The test say it’s OK But I can’t click on done then I get “Invalid Syntax - Operands are mismatched.” My idea of this i to have one send approval block and use the result of this expression for how to send to. 

4
Shubadus
Community Debut
9 months ago
I
Top Contributor
ITservicedeskTop Contributor
asked in Freshservice

Employee Onboarding - Assign Reporting Manager as the requester for Service Request

We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.

3
zachary.king
Skilled Expert
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Bodies of ITSM Best Practice Guidance?

I’m just writing something on the main bodies of ITSM best practice guidance - to highlight that while ITIL is the most popular guidance globally there are alternatives.I’m including COBIT, FitSM, ISO/IEC 20000, IT4IT, and VeriSM but it wouldn’t surprise me if some of these are “unknowns” still.So what do you currently use and what have you previously tried but moved on from? Please share via a response :)(I totally appreciate that there are other guidance sources but when writing 1600-2000 words one has to draw a line somewhere.)

0
manns
Skilled Expert
10 months ago
kostaskourtides
Top Contributor
kostaskourtidesTop Contributor
asked in Freshservice

If Boolean is False then Error

Hello, we are on Growth version. In Service Item, made a workflow where the condition compares the values of two fields and returns a Boolean. What do we have to do in order to get an error message if Boolean is False?

7
BrynCYDEF
Skilled Expert
1 month ago
Rinomako
Apprentice
RinomakoApprentice
asked in Freshservice

How to show Popular service items in frontend portal in V2 code

How to show Popular service items in frontend portal in V2 code. Need Handlebar liquid keyword for popular items. 

1
Rinomako
Apprentice
10 months ago
T
Apprentice
tzzzApprentice
asked in Freshservice

Cannot find permission within agent role for create new vendor

See, title, I cannot find the permission within any agent role for create a new vendor. The button is there for full admins but not for a asset management adminSee image below:  

3
mcdaniel.scott
Community Debut
1 month ago
C
Apprentice
cmartin322Apprentice
asked in Freshservice

Creating an email alert for a custom ticket date field

We are using a custom ticket date field called ‘Pending Date’ for tickets that require future dated action, however, I am trying to create a way of creating an alert when we near this ‘pending date’.Can anyone provide any guidance on how this can be achieved?TIA

2
BrynCYDEF
Skilled Expert
10 months ago
L
Apprentice
LeonardApprentice
asked in Freshservice

Onboarding in Freshservice

The Onboarding module offers some nice features such as build kits with pre-fill capabilities for additional items.  However, I’m frustrated that I cannot create a business rule to apply to the Onboarding form.  For example, if we want to require that Onboarding requests include the start date which must be at least 10 business days out, I cannot enforce that with a business rule.  However, I have recently noticed something new in the automators...now we can build expressions.  Are there any videos yet available that demonstrate how to build an expression in a workflow automator?

1
zachary.king
Skilled Expert
10 months ago
Nally
Apprentice
NallyApprentice
asked in Freshservice

Customer Portal Description Template

Hi there,We would like to be able to add a template to the description box for submitter to use as standard when submitting details of their issues, so we can help shape the information that we require from people.I cant see anyway to insert anything here - is it possible?Thanks all,  

4
Nally
Apprentice
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Sustainability and IT?

You can’t help notice the increased corporate-level focus on sustainability (and its importance to being a socially conscious company). But has this impacted your IT activities yet? Or have you taken the lead to ensure that your IT organization is fully prepared for the inevitable corporate call?Please let us all know as a response. Thanks :) 

0
manns
Skilled Expert
10 months ago
JGFresh
Apprentice
JGFreshApprentice
asked in Freshservice

Restrict group selection while submitting incident

Is it possible to restrict which groups can be selected by a Requester when submitting an incident? For example, say we have groups 1-2-3-4-5 and 3 through 5 are used for internal ticket assignments, almost like subgroups of larger teams.  Ideally we only want the requester to be able to select group 1 or 2 when submitting their ticket. Is there a way we can do that?

2
JGFresh
Apprentice
10 months ago
J
Skilled Expert
je.aagSkilled Expert
asked in Freshservice

Custom Location Fields

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
J
Skilled Expert
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Enterprise Service Management - "the one thing"?

Alan Berkson and I are recording an enterprise service management (ESM) video-on-demand talk today and it got me thinking about the key factors involved in organizations either adopting or not adopting an ESM approach.So, if your IT organization is already sharing its ITSM capabilities with other business functions, what would you say was the one thing that spurred it to do so?Or, if there’s no sharing of ITSM capabilities with other business functions, what’s the one thing that has prevented this?I look forward to your response(s).

2
zachary.king
Skilled Expert
10 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What do you want to get from ITSM events?

I spent the last two days at an ITSM event here in the UK. I had grand plans about sitting in on educational sessions and speaking to technology vendors about their new ITSM innovations.However, I spent most of my time simply talking with people - both old and new acquaintances - about what they’re seeing in the ITSM space. It definitely didn’t follow my plan for the two days but I can’t help think it was the best use of my time there.So, what do you want to get from ITSM events and do you usually have these expectations met? I totally appreciate that you might not have attended a physical ITSM event since 2019 too :)Please share your thoughts as a response.

0
manns
Skilled Expert
10 months ago
J
Apprentice
JonPApprentice
asked in Freshservice

Freshservice end-user portal - Send ticket to group

Hello all,I’m sure this has been asked a million times, but I don't see anything when searching.We have users who use the portal, however we want to be able to route those resulting tickets to a particular group, based on a custom field within the new ticket form. Is this possible with customisation and workflow Automator? If so where would I even start with that?

7
BrynCYDEF
Skilled Expert
10 months ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Freshservice

New employee service request automations - wait for manual confirmation by agent

HiNew customer of Freshservice here. I have query with regards Service Requests. I have setup a service request for new user onboarding which is backed by an workflow automation to setup the user in AD, add to security groups and do a bunch of other cool stuff. Works well. The success of this process relies on accurate information being input by the requester (HR) filling out the service request form. Is there a way that the automations are not started until a member of the IT dept checks the service request first and then ticks a box for example to confirm they are happy for automation to be kicked off?

7
M
Skilled Expert
10 months ago
ryanfoot7
Apprentice
ryanfoot7Apprentice
asked in Freshservice

API, Requesters Response Times

I need to find our average response times for each ticket.  Currently, I have average and first response times for our Agents but not for our Requesters. My question: Is there any API that I can use which gets requester response times for each ticket? or can I get every reply time within each ticket?

0
ryanfoot7
Apprentice
10 months ago
mahas
Apprentice
mahasApprentice
asked in Freshservice

64 bit integer in Rest API

Hi Team, I am calling REST API place_request to create SR. Here I have a field which accepts user id. Here in portals we have 11 digit requester ID which fails in json as we have limit of 2147483647. Also this field only accepts integer and does not work with string. Thanks!

0
mahas
Apprentice
10 months ago

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