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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?
Analytics or Dashboard help - need to get a list of any ticket a particular agent ever worked on
Analytics or Dashboard help - need to be able to generate a list of any ticket a particular agent ever worked onI have a student starting and I need to create a report and/or dashboard widget that will list every ticket they have touched in a particular time period in order for me to do QA on their work.Anyone have something like this?TIABryn @ CYDEF
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.
Workflow Automator - New User - Random Word Passphrase
HiI have a service request with Workflow Automator (AD on-prem integrated) to create the user. This works well and i have tested the Password Generator - Orch app to generate a password and this works fine. The problem i have is that we use a secure passphrase with 3 or 4 random words so users can cope with typing in for initial login before being forced to reset. It would be ideal if there were a way to Automate creation of a random passphrase.Do you have any suggestions on how I can achieve this?
Service catalog categories tooltips
Is it possible to edit or change the tooltips that are shown for service categories? At the moment it only seems to mimic the category name, for example a service category called “software” would have the tooltip of “software” when ideally it would show the description of that particular service category.
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?
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!
Service Request emailing to outside vendor
We are looking to automate a Service Request to request service by our print management vendor. We would like individuals to be able to request printer repairs or print supplies from our print management vendor. I can email internally but I don’t see where I can route the request to an outside vendor.Thanks in advance.Hugh Adams
Some Handy IT Support Definitions
I stumbled across these earlier and thought they might help those new to IT service management: Level 1 Support/Support Center AnalystThe frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Other titles include service desk analyst, service desk agent, and help desk agent.Level 2 SupportThe technical support professionals who handle tickets that are escalated from Level 1. These professionals require greater technical skills and/or access rights than Level 1 Support. They’re typically technical specialists and may also be responsible for participating in root cause analysis of problems.Level 3 SupportThe technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They’re involved when the tick
IT support skills for 2023 and beyond?
The way that COVID time seems to work, you’ll blink and it’s already 2023. However, so much is changing right now for IT support that we should be planning for the impact that factors such as employee experience, AI enablement, and enterprise service management will have on service desk resourcing levels and the skills required of our people.What do you see as changing (in terms of required skills)? And are you already looking to address any gaps? Please share with others via a response. Thanks :)
Sorted By defaults to Relevance and should be by Date Created
I see a few people have stated this same thing in the past few years but I have not seen any relevant responses as to why we can not change this. I would be curious if anyone gets “relevant” information when it is sorted by relevance as my company has to manually change it every time to Date Created. Why can it not just default to this?? The previous questions were set to ARCHIVED and i don’t see where they got a good answer to as to why this is set this way?! Thank you
Change Calendar Management
Has anyone else had any experience with the change calendar that can offer advice? I just updated the change calendar with maintenance blackouts for the remainder of 2021 and all of 2022. I see why many people want to use integrated calendars as the one inside of FreshService leaves a lot to be desired.I had to do the work twice because it did not work the way I anticipated (or the way the support staff indicated it should). I asked what time zone items were displayed in ahead of time and was told the Helpdesk > Rebranding time zone setting drove the calendar.Our use case-We have several groups across the world that have different maintenance windows and blackout periods. We would like the calendar to show in the time zone of the person viewing it, but it links to the time zone of the person entering it. Need to be able to filter to a time frame and keep that view, but each action returns to default week at glace view. I would like monthly to be my default but my ops manager likes
Splitting Freshserivce tickets with different teams eg IT support , site team, HR team, Office team
Hi All,Was wondering if anyone’s split their Freshservice ticket system into different groups such as IT, HR, Site/Estates team? We want our end users to be able to send a ticket to us and it assign that ticket to the designated group such as an IT Request will go to IT group and HR Request will automatically assign it to HR. Only issue we may find is when end users send tickets via email - not sure how that will determine which group it will go to. Hope that makes sense but any tips would be helpful as we don’t want to purchase a complete new license and new freshworks under each department group. Regards,Umer
The SITS Event in the UK
Next week brings the first physical Service Desk and IT Support Show since 2019. It’s in London on the 11th and 12th May: https://www.servicedeskshow.com/If you’re there and want to meet up or to be introduced to some of the ITSM industry authorities that will be in attendance, please let me know either here or via a message.It should be a fun and informative two days (but attend as little or as much of this free ITSM event as you wish).
AI and IT self-service?
Have you successful employed machine learning, natural language understanding, and/or chatbots to improve the adoption of your IT self-service capabilities?If so, please share what worked with others as a response to this post (plus, what didn’t as this is often just as useful to know).Thanks :)
Unassiged tickets - Getting them to Auto-Assign
On my dashboard I have a ticket widget that shows any open/pending tickets in groups that are set for auto-assign, but for some reason tickets end up in the group unassigned. I’ve found that if assign the tickets to another group, update, then back to the original group, and update, they will auto-assign. Is there an easier way to sort-of “trigger” the auto-assignment? Again, I’m not sure way they end up being unassigned…Thanks!
Closing ticket before approved
How do you handle tickets being closed when they are pending approval? The issue is when there are multiple approvals and 1 person approved and 1 is requested, if you close or resolve, the ticket it ultimately becomes cancelled and who ever did not respond to the approval is cancelled.Is there a rule to not allow ticket closure if approval is pending? Maybe there should be a toast message pop-up that says, “this ticket is pending approval, are you sure you want to close?” or something to that nature.
Service Catalogue item approval by Cost Centres
Hi All,I’m part of a small team developing our new FreshService system and having issues creating a workflow that produces the following scenario and would be ecstatic if I could get some support on this:We want to setup our approval structure in a way that when a user requests a service item(e.g. a CAD 15” Laptop), they are presented with a prompt field that asks for that requester’s cost centre in order to send their department cost centre owner an approval email. The idea behind this, would be such that if a user in the Finance department for example requests the CAD 15” Laptop service item, this item cost will come from the Finance cost centre/budget rather than the IT budget. With the below configuration, I’m not getting approval emails sent through to the cost centre owners at all.Things tried so farCreated “Cost Centre Approval” Custom Object - Text field with records for each individual cost centre# and a lookup field referencing each approver email address for approval. Creat
Troubles with Employee Onboarding module in MSP mode
Dear Freshworks Community,Has anybody succeeded in implementing the Employee Onboarding module in a multi-tenant (MSP) configuration? We are a group with multiple companies across Europe, a configuration which is by no means unique. Our companies have various onboarding processes, and implemented in each country’s local language of course. Many thanksDavid
Yesterday we recorded some short ITOM-related videos and it got me wondering how many of you are using Freshservice to fulfil some ITOM needs and how many would like to see what others are doing before trying things out. Please share your experiences and potential future plans as a response.
Create a TKT when certain time period passes of asset state update
I wasnt sure exactly how to word the question within the search to know completely if its been answered..I created a new state “30 day hold” for HardwareI created an automation to email the “used by” they have 30 days to let us know if anything is missing before it gets wiped.Is there a way to do an if/then checking how long its been in holdif (Asset state =>30 days)Then (Create a ticket to wipe the PC Once that TKT is closed, change to in stock /retired based on warranty status)
Employee Onboarding - Send Email?
Hi there,I’m trying to figure out a way to set up Employee onboarding so that the person filling out the form declares a supervisor and then the supervisor gets an email giving them a heads up that a new onboarding request has been submitted, and that they can go to the service catalog to set up any additional services needed.The problem:We could add the supervisor as a stakeholder, and setup a kit but we don’t want the user creation process being held up by waiting for an approval/additional info from the supervisor. The thought is after the workflow orchestration does everything, we have a Send Email to action at the end to send an email to the supervisors email, but unfortunately that action doesn’t allow placeholders in the to field.I could get around the issue by using powershell, but I wanted to see if there was something I was missing and an easier way to go about it.
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