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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.

  • 1,682 Topics
  • 4,738 Replies

1682 Topics

J
Apprentice
jyatesApprentice
asked in Freshservice

Employee Onboarding - Group View of Available Items

I am looking for a way to group the available service request items together on the hiring managers view in Employee Onboarding.  We offer a lot of hardware and software options to all of our new hires so when the hiring manager goes in to select the service items they need they are presented with a super long list of all items from the various Onboarding Kits that were setup in alphabetical order.  There is no grouping based on the kit or even the type of service request (hardware vs software).  It would be super helpful if they were presented a list of each Onboarding Kit, then could expand that kit and pick the items they need from each kit.  I have put in a feature request with support but without enough interest from other users I’m not too sure if it will ever be implemented.Has anyone else ran into this issue?  If so, any tips or tricks to help with the organization?

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

Digital Employee Experience (DEX)

Anyone looking at this newish category of technologies? Perhaps seeing DEX as a necessary evolution of ITSM and ITOM rather than simply the next shiny thing?

5
manns
Skilled Expert
9 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
M
Apprentice
mbronsonApprentice
asked in Freshservice

SCCM Integration - Stale Asset Information

Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!

0
M
Apprentice
9 months ago
tazeen_86
Apprentice
tazeen_86Apprentice
asked in Freshservice

can we create alerts in freshService using webhooks or API

Hi,I have a usecase in which I have to generate alerts in freshservice using webhooks or API,so when a particular event is fired , an alert is generated on freshservice,RegardsTaz

2
R
Apprentice
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

ITOM Video Series

We’ve created some ITOM videos for Freshservice customers (or for anyone really). Hopefully, they’re a good introduction for anyone seeking to understand more about the benefits of IT Operations Management capabilities. 

7
zachary.king
Skilled Expert
9 months ago
scottblauer
Apprentice
scottblauerApprentice
asked in Freshservice

GSuite -Orch and Workflow Automation

Has anyone been able to configure the GSuite - Orch correctly?  I went through the documentation (which is a bit outdated, so I had to make some guesses at how to configure a few things) and configured the app.  But when try to test the App in a workflow I get the error shown below every time I run it.  Has anyone been able to get the GSuite - Orch app to run successfully?  

7
S
Community Debut
9 months ago
cool1412james
Apprentice
cool1412jamesApprentice
asked in Freshservice

Filter Requester does not support updated_at?

Hi I’m having trouble getting all the requesters based on updated_at in Freshservice.For example https://domain.freshservice.com/api/v2/requesters?updated_at=2019-10-02T02:00:00Zresults in 400 BAD request with{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

2
cool1412james
Apprentice
9 months ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Freshservice

Add IT Support Hours to Requester Notifications

Hi GuysWe are in the middle of configuring Freshservice and would like to include the IT support hours in requester notifications. I can see how to do that manually but i was rather hoping i could use a variable or other efficient means to avoid manually pasting the opening hours into each requester notification. Note: I have updated the “Business Hours” but sadly cant see a way of referencing that either. Any advice would be greatly appreciated

3
zachary.king
Skilled Expert
9 months ago
S
Contributor
steveo3140Contributor
asked in Freshservice

Load Balancing Availability

From the picture I provided it shows that load balancing is achievable inside of freshservice, but it seems there is no functionality. Am I overlooking something?  

7
raymondcanilao
Skilled Expert
9 months ago
J
Apprentice
jmcmahan15Apprentice
asked in Freshservice

Time-release ticket creation

For offboarding tickets, we have several tasks to complete.  Some are same day, and others are a month or two out.  Anyone know of a way to time-release a ticket for a specific date, and have that tie back to the original ticket?

0
J
Apprentice
9 months ago
guidelagui
Apprentice
guidelaguiApprentice
asked in Freshservice

Ticket list

Please add the colomn Resolved date in the ticket. Ticket automatically resolve after 3 days for us.We all resolve the ticket and not using close. The close column is not really helpfull in the ticket list.

1
guidelagui
Apprentice
9 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

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. 

4
Daniel Söderlund
Skilled Expert
9 months ago
f.chalissery
Apprentice
f.chalisseryApprentice
asked in Freshservice

Verifying webhook authenticity

Is there any way to verify the that a Workflow Automator webhook request is actually coming from Freshservice? For an example of this see: https://developer.zendesk.com/documentation/event-connectors/webhooks/verifying/

0
f.chalissery
Apprentice
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
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
M
Skilled Expert
MartinDGSkilled Expert
asked in Freshservice

How do i get a percentage for first time response in the last month of created tickets

Hi So this is a mix of how do i do this but also what i have created is causing a mixed result. I felt i had created an easy percentage result but from checking further it looks incorrect. I wanted toget a percentage From tickets raised last month Show tickets from ‘ Tickets within first response SLA’I believe this was correct but when i compared with first response sla violated there is basically a gap of 21% because it should tally up to 100% because you either hit the first response or don’t. The widget filter is below along with the metric used. This one is specific for incidents.  Am i missing something     

1
BrynCYDEF
Skilled Expert
9 months ago
M
Apprentice
mgfealApprentice
asked in Freshservice

Project Management - Doubts

Hi,We are starting to work with Freshservice and we are starting with the Projects part.We are starting to add task lists, with their tasks, indicating times for each one. The first problem we see is that the Gannt chart display is only for days. Our first project is a weekend, so we need to "zoom" in order to see the detail of the tasks. Some last half an hour and in the diagram they occupy a full day.Another issue that we don't know how to do is that the task lists are displayed in the order that they were added. We don't know how to reorder them. Is this possible to do?Thanks!

2
S
Community Debut
9 months ago
f.chalissery
Apprentice
f.chalisseryApprentice
asked in Freshservice

Programmatically create Workflow Automators

Is there any way to programmatically create Workflow Automators in Freshservice (perhaps through the Freshservice v2 API)?

2
zachary.king
Skilled Expert
9 months ago
D
Contributor
dmillsContributor
posted in Freshservice

Android App Notifications

The notifications in the phone app are nice to get an alert that something happened, but the card in the pull down is not very useful. I would expect it to show just a short snippet of latest notification(s). Instead it seems to show notifications from several weeks ago regardless of the state of the ticket or whether I've read them. This isn't helpful in determining what the notification is for and whether I need to act on it now, I end up having to open app to view that notification that triggered the alert.In the attached image everything listed is over two weeks old and long since resolved

2
R
Community Debut
9 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
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Big isn't always "better" with ITSM

One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)

0
manns
Skilled Expert
9 months ago
prats
Skilled Expert
pratsSkilled Expert
published in Freshservice

Workflow of the Week - Session 9 - Expression Builder Explainer

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. If you've got an interesting use case or workaround that you've implemented using workflows, reach out to us and we'll be happy to share it with the larger audience! In this session, we will explain how to use the Expression builder node and solve a few sample use cases with both simple and complex expressions.   Introduction to Expression Builder - 0.15 Main sections of Expression Builder Node - 0.35 Set the due date of the ticket based on the employee join date - 2:35          Exp used to add days:        addDays('{{ticket.ri_48_cf_employee_start_date_iso}}',12) Extract/ Parse data between 2 strings in the ticket description and inject it into ticket properties - 5.45         Exp used to parse data between 2 strings (‘Date of Closure:’ and ‘,’) from the ticket description:        substring('{{ticket.description}}', indexOf('{{ticket.description}}',

6401
Zebb_Seabrook
Community Debut
9 months ago
M
Apprentice
maciek.pApprentice
asked in Freshservice

Freshservice sesstion timeout is not working

Hi, we are using Freshservice (Garden plan) and we are experiencing issues with session timeout feature (Admin > Security) not working correctly. Well, not working at all actually. Turning it on, off, changing values does not change its behavior, agents are timed out after about 5 minutes of inactivity and we would like to prevent that. Is there any way to remediate this?

0
M
Apprentice
9 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
9 months ago

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