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
- 5,182 Replies
Shared fields between service items when bundled
Hello, Is there a way to share the values selected when you have bundled SI? If you have a bundle for hardware like phone, computerExample, Location, payment information added to the main SI need to be added or updated in the child SI as they go to different groups. I can get the SI information using API but can’t see a way to update them. If I would use a WFA to update the fields afterwards.
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.
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
VMWare Vcenter 7.0 support
Hi, Following an annoucement of support for VMWare VCenter 6.5 and 6.7, I would like to know if there's a roadmap for VCenter 7.0 support.https://support.freshservice.com/en/support/solutions/articles/50000003772-freshservice-cloud-discovery-vmware-vcenterFreshworks support confirmed it was not supported yet. Best Regards,François
What would you like to learn from our Freshservice experts?
Hello!We’re looking to host yet another virtual ‘Ask the Expert’ Session - Freshservice Edition and wanted to check with our users what they’re looking to learn and would like help with.Check out our previous sessions here:Your thoughts here would help us plan the event better. Take the poll and let us know. If you have other things in mind, share them in the comments section.
Pitch N Hire: Best Contract Staffing Solutions
If your company is facing challenges in finding qualified professionals, Pitch N Hire offers contract staffing solutions that can help. By utilizing our services, you can enjoy the following benefits:Flexibility: Contract staffing allows you to hire workers for a specified period, with the option to extend their contract as needed. Cost-effective: Contract staffing can lead to savings on compensation and hiring expenses. Reduced risk: Hiring on a contract basis allows you to assess a worker's performance before making a full-time commitment.Pitch N Hire provides excellent contract staffing solutions. Contact us now to discover more about our offerings and how we can provide support to your company.Visit Pitch N Hire now.
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
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'.
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
Freshservice Workflow Automations
Looking for guidance on a source for working through some workflow automation basics.I’m trying to set up some basic workflows like: User requests access to SAAS application, when approved by manager and approved by business owner add them to an Azure Security group, resolve request but have basic questions on setting this up.I’ve watched all the youtube videos, fresh academy and searched the community for other questions but can’t find answers. Is there another self-service source I can review or is there a place people post their workflows to show them off?
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.
Onboarding and Offboarding
On of the key audit points for us is the JML (Joiner Mover Leaver) process, we need to show that we are secure (e.g. removing AD access on the day of leaving) and we are managing costly licenses effectively.The Onboarding module is working well, but in order to Offboard people I have had to use clever tricks in Service Catalog items and a number of Automated workflows - it works but as a Global company it is not the slickest of processes. Currently, the least said about the Movers process the better.How are other people managing and @Freshworks, is there an Offboarding module in the near future?Steve - IT Service Manager
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) ?????
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
Service request custom fields in data export
I work with a lot of serviceitems that all have a set of custom fields. I also need to be able to get a list (CSV-dump) of all the tickets with customs fields (we insert my clients data in those fields, so I need to be able to extract them again). It doesn’t seem possible out of the box, is there a workaround?
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.
Using the Azure app action and PowerShell app action in a workflow
Hi all,I’ve been using the Azure and PowerShell actions in my workflows and am really excited about the things our team can solve with these automations.I have noticed that our flows that contain these actions don’t run consistently. For example, they sometimes stop in the middle of a flow with no error in the logs. Also, the same ticket where this happens is unable to trigger any other Azure flows after the failure. All conditions are met to trigger a flow but nothing happens and no events come up in the logs.I’m working with Freshservice support on this and they have been great at keeping me updated and even scheduling meetings to speak with me, but it has happened more and more with multiple workflows. Just wondering if anyone else has experienced this. Thanks,Dana
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:
Join the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
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.