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Show "Blocked" indicator on Epics on the Sprints and Tasks pages
When an Epic is set to Blocked (Ellipsis > Block), there is no indication that it is blocked when viewing the Epics on the Sprints or Tasks pages within the Projects module. It would be great if the Epics showed the Blocked indicator just as project tasks do, similar to what is shown in my quick-n-dirty mock-up below.
Workflow Of the Week - Session 3 - Automate Major Incident Response
Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks.This session gives you a brief walkthrough on “How to Automate Major Incident response” using Slack and Zoom orchestration apps.Useful Resources: Sign up for your own Slack account Slack Orch app Installation Guide Liquid Filters and Placeholders Note on MS Teams: Microsoft's APIs at the moment do not support this use case in its entirety, but here's an example you can make use of. To view other posts in the series, head here #WorkflowoftheWeek
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.
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?
Asset Location from Used By Location
I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance
Do you need to manually add every user you want to be able to use SSO via Azure AD ?
Basically title, I can get SSO working with pre-existing freshworks users however it doesn’t work with users that only exist in Azure AD (“-insert user- cannot be logged in as this user is not part of this organization”). So am I missing something or do you need to add/import users even if they’re going to use their AD login ?
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.)
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?
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
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?
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?
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 :)
Is there a consultant/contractor that can assist in designing our frontend/flow?
We just signed up for a demo of Freshservice but I don’t have time to configure everything. I am planning to implement it right away for IT and then growing it to include accounting/HR if approved by the partners. We are a company of about 60 employees in 6 offices around the US. I am the sole IT guy and would like to configure this to handle ticketing and inventory at all 6 offices. I would like a simple form to be created for employees to create a ticket that includes things like “best time to contact them”. I want the form easy to fill in within 30 seconds. Tickets for break/fix to go right to my queues but if an employee requests hardware, it goes into my queues as “on hold” and to an email for a manager to approve, then become active in my queues. Same thing for a request to a file share. We have Dell, HP, and Apple laptops across all the offices as well as monitors and docks. I want to be able to easily scan inventory in and have it show who it is assigned to or free at each off
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
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