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.
- 1,570 Topics
- 4,390 Replies
Last month I shared some stats about the link between ITSM and digital transformation success: It didn’t get any traction but I thought it worth “banging on” about the link between ITSM and DX again. IMO it’s a missed opportunity for IT organizations to further show their business value. What do you think? And what are you doing? Please let me an others know via a response.
I found some bugs in Freshservice’s “Microsoft Active Directory – Orch” app. 1. I found the account creation PowerShell Script isn’t sanitizing the -AccountPassword flag’s ConvertTo-SecureString value, so you’ll get the following errors if the password contains some special characters.New-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString goo)Club19 -AsPlainText -Force) for example will generate error:Unexpected token ')' in expression or statement.OrNew-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString eUU9&k=wK -AsPlainText -Force) will generate:The ampersand (&) character is not allowed. The & operator is reserved for future use; wrap an ampersand in double quotation marks ("&") to pass it as part of a string.ConvertTo-SecureString’s value needs to be in quotations to successfully run, or the value should be a variable.https://docs.microsoft.com/en-us/powershell/module/microsoft.powershell.security/convertto-securestring?view=powe
I’d like to customize the new ticket form in the Service Portal. I was able to find the New Ticket portal page in the Helpdesk Rebranding section. I was wondering if it were possible to add an additional required field where the user can enter information on their issue which can be added as a note to the ticket separate from the ticket description. If so, I’m open to suggestions on how I can do that. I believe this page is in HTML, but that knowledge is a little beyond my skill set.
Hi everyoneI’m trying to implement a workflow where a user can request the access to a folder through the service catalogue. I was thinking to accomplish it this way:User request and fills in the request form the exact name of the folder i.e., Marketing - this is working The workflow starts with the AD orchestration “get group” properties managedby - this is working I use the field from the request form a syntax and add our groupname prefix AD orchestration “Get User Details” adding the result from managedby to the name field - this is working Send email for approval - here I have the issue. How can I accomplish to send an email to the result of the user details. I can take the SAM account name, which is the email address in our case.Thank your for all your suggestions.
Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Has anyone found a way to allow pasting of screenshots into new service requests?
I need to manage AutoCAD, that we have a subscription based license. However we currently have multiple versions in the software catalog that use the single license subscription. I cannot find a way to tie multiple software versions to a single license in Freshservice. Any guidance would be amazing.
Hello,I am trying to make a ticket via Postman. As I define priority as value 4 which is Urgent in Postman. But as I create a ticket my ticket get priority as low which should happen, No workflow are working.Also I have tried in new Instance and Same Problem. I am attaching some Image for referenceCheck Priority
I recently switched from Manage Engine Service Desk Plus (MESDP) to Freshservice. One very disappointing issue which I was told wasn’t going to be an issue by sales (go figure) is that in MESDP you could create a project and invite as many viewers to your project as you wanted, you could even assign users outside of your department, outside of your company tasks to complete. It was also very easy to report on, scheduled HTML IN LINE reports that would come to your desk daily. I could be wrong and if I am please tell me, but in freshservice each person has to have license to edit, view, be assigned tasks, etc. And reporting is USELESS.I have had to scrap using Freshservice for project management, but I couldn’t go ask for MORE money so I am using Microsoft Planner tied to a sharepoint page. It works, but I still wish for integrated project management that was usable and didn’t require me to license half the company to use effectively.Mainly a rant, so that maybe someone will fix it
I am currently facing an issue getting Meraki Webhooks to connect to an alert management profile that I have created. I imported a sample JSON alert from Meraki so that I could map alert fields, and I am using the “Endpoint URL” and “Auth Header” fields from FreshService in the “URL” and “Shared Secret” fields respectively in the Meraki Dashboard: Meraki Webhook Entry FieldsI have tried: setting the shared secret to “auth-key XXX” that you get from clicking Copy from Auth Header, copying the entire Header including “Authorization: auth-key XXX”, and finally removing “Authorization: auth-key” and just using the long string that comes after. All attempts to test the webhook with the above testing tool fail. Leaving the profile in place does not seem to generate alerts, which I already receive via email so I know they should be coming in. I would appreciate any input or advice you have, and thanks for reading through!
Often we don’t know that what we do is different or even special. It made me wonder what other IT service desks might be doing that others should adopt too (or at least consider whether it would help their operations).So, what is your IT service desk’s differentiator, USP, or simply a little piece of genius that makes things better? It could be multiple things and don’t worry if it’s not unique, it still might be something that others would love to be doing/using too.Please share as a response. Thanks.
The ITSM and IT support worlds have long had industry membership bodies such as HDI, SDI, and the country-specific itSMF organizations as mechanisms for accessing best practices, benchmarks, and future insights.Are you a member (either individually or corporately) of an ITSM or IT support body? Please let us know if your answer is:Yes - why and what you receive No - why and what has stopped you (this might be that you once were a member)Plus, what could this community learn from such membership bodies (good and bad)?Hopefully you can spare a few minutes to respond. Thanks.
We have moved from ServiceNow to Freshservice. One thing that used to happen in ServiceNow is when an agent is viewing a ticket it would automatically track time spent. You could also track time by adding it manually.I have looked at the Auto Timer app but it will track the time from one status to whatever status we select to stop the timer, not really when a user is viewing the ticket.Appreciate any input.
We would like to set up some workflows to have an approval when certain Service Items are requested.The event to trigger the workflow when someone requests the item “new Mailbox” that I tried to use is “Requested Item added is”.Now we got aware that this workflow is only triggered when the item is added manually by an agent to the service request, not when the ticket is created in the first place, even though the same “item added” entry is displayed in the Activities log.This is really confusing, and I would therefore suggest changing the name of event and the respective activity log entry, to make clear that the first log entry stands for an item added by the service request and the second one for a manually added item.In addition, which events should I use in the workflow Automator to trigger the workflow in both cases, when the item is requested by an Service Request or when the item is added manually by an agent?Regards,Matthias
I wanted the 'Last Name' not mandatory and 'Title' as mandatory, I already modified the field properties as shown below: However, when adding a requestor, it's not reflecting. Like Lastname should not be mandatory but the title instead. Am I doing something wrong? Please advise.
Could someone please explain to me when exactly the “These events can be performed by” setting for a Workflow Automator event takes effect?We tried to set up a workflow when a service request is raised. The workflow should be triggered only when an agent creates the request. Therefore, we have set the option “These events can be performed by Agent” > “Any”. When I now create a new service request as an agent user, the workflow is not triggered.When I change the setting to “These events can be performed by Requester” the workflow is triggered also for agent users.I have not found a convenient method to get the desired result with conditions.Kind regards,Matthias
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.