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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.

  • 1,791 Topics
  • 5,160 Replies

1791 Topics

BryceK
Skilled Expert
BryceKSkilled Expert
asked in Freshservice

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.   

3
zachary.king
Skilled Expert
1 year ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Freshservice

What are your most powerful Software Combinations or Tech Stack?

What software have you been able to pair up with Freshservice that has given you that inside edge? Add your Tech Stacks down below in the comments and let’s see if we can build some “Power Combos”.For example….mine would be Freshservice and Microsoft Power Automate. I have used this combo to leverage the Freshservice API in some unique automations. It saves the agents time and makes my life easier 😃Look forward to seeing how others have built out functionality for their usecases!!!

3
zachary.king
Skilled Expert
15 days ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Expression Builder with Liquid expressions.

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this https://gist.github.com/varazir/f9c714f8193e45531e8c5fbcdc57e61bNext action is to send approval message based on “to be approved by”-types there are. Using tags for conditions and don’t want to make 2 setups with send approval actions.  ( I wish there was a API option in the body when you send a note  “approveby”: “everyone” )   

34
Gonzalo.R
Community Debut
3 months ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

ITOM Software?

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.

0
manns
Skilled Expert
1 year ago
Umeracle
Apprentice
UmeracleApprentice
asked in Freshservice

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

5
G
Skilled Expert
1 year ago
J
Apprentice
JBakerApprentice
asked in Freshservice

Options For Ease Of Logging Telephone Tickets

  I have a question from one of our users below, is there an option to integrate our phone system into the app, we are using Mitel Phones currently I can get more information on these if needed.  Is there an app/ or a quicker way for our agents to get tickets logged with a phone call (aware of the ticket templates that can be added) Does anyone have any ideas or are they willing to share how they have configured the app to make it easier for their agents to log calls quickly and easily? 

0
J
Apprentice
1 year ago
J
Apprentice
J.VanApprentice
asked in Freshservice

Customizing navigation menu and cards in the support portal

We have been trying to make some small adjustments to our support portal and are struggling with the content in the side navigation menu and cards. None of my team, myself included, are versed in HTML so we’ve been doing all of this in a sort of reverse engineered manner.Before going further, I should note that we are on the Growth plan, which has a more limited scope of customization.So far, we’ve used scripts in the footer as outlined in this post to change the content of our cards while retaining their ability to display based on the level of access the requestor has. However, we have not been able to change the order in which the cards are listed. From what I can gather, I believe that this is controlled by the array that is referenced but I have not found where that lives. As for the navigation menu, I believe that we can apply the same/similar kind of script in the header to change these items, but I’m not sure what elements need to be changed/referenced for this to work.  

8
Anssi Salminen
Community Debut
5 months ago
adityatawade
Top Contributor
adityatawadeTop Contributor
asked in Freshservice

Can we developer a serverless timer clock when ticket raised ?

Hello Dev,Can we create a serverless app for freshservice, where ticket get raised. App will start a clock from start from second. (e.g. 20 Sec) Which will be stored in custom form field for ticket property. Which value can we use at workflow level to trigger some workflow after custom time when ticket is raise. Can any one help me to get developed ?Thanks 

2
adityatawade
Top Contributor
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

ITSM and Digital Transformation?

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.

0
manns
Skilled Expert
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

How's your IT self-service?

Too many organizations still struggle with IT self-service. IMO it’s something that we need to be more vocal about, rather that sitting waiting for the capability to finally take off in employee adoption terms. Especially when the factors that prevent mass adoption are likely to adversely affect employees when they do use self-service.What do you think hurts your self-service capabilities most? And what have you done to raise self-service adoption levels and the benefits?

2
zachary.king
Skilled Expert
1 year ago
Charlotte.Sabado
Apprentice
Charlotte.SabadoApprentice
asked in Freshservice

How to export report with Ticket URL instead of ticket number?

In exporting a report how do we include a ticket URL instead of the ticket number only. This will be handy for the one reading the report if he/she wants to view the ticket number.

3
zachary.king
Skilled Expert
8 months ago
Kyle J.
Apprentice
Kyle J.Apprentice
asked in Freshservice

Ticket field - dropdown - allow users to select multiple entries

In Admin → Ticket Fields, how do you set a dropdown field to allow a user to select multiple entries? Is this possible? If yes, please explain how. Appreciate the help.

4
A
Community Debut
1 year ago
L
Apprentice
LeonardApprentice
asked in Freshservice

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!

4
ramsundar.radhakrishnan
Skilled Expert
1 year ago
O
Apprentice
OnlyComicsansApprentice
posted in Freshservice

Active Directory Orchestration Bug - Account Creation

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

0
O
Apprentice
1 year ago
D
Apprentice
DanthebuggApprentice
asked in Freshservice

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

4
Bewitchingmaker1
Contributor
1 year ago
S
Contributor
Scott GContributor
asked in Freshservice

Changing the order of Project Management Tasks in Next Gen PM

Is there a way to change the order of tasks in the Next Gen Project Management tools? Thanks Scott

6
S
Contributor
1 year ago
D
Apprentice
db0Apprentice
asked in Freshservice

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

2
D
Apprentice
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

Enterprise service management - what's in a name?

The ESM name is something we use in IT but means little to other business functions.So, what do you usually call an organization’s use of ITSM principles and technology outside of IT? 

0
manns
Skilled Expert
1 year ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Freshservice

Running Multiple Workflows on a Single Ticket

Hello, I have been expieriencing some issues running multiple workflows on a single ticket. Essentially when a ticket is created we have several tasks that needed to be added based on multiple fields being selected on the form. Right now a single workflow would require a lot of duplication. With multiple workflows I wanted to have a the trigger be the same (Service Request is raised) and have the main condition be the same as well (Service Request item is X). Does anyone know anyway to achieve this? Thank you!

4
S
Community Debut
9 months ago
jlox
Top Contributor
jloxTop Contributor
asked in Freshservice

Is there a way to filter/search multiple tickets?

Hi, I have to update the old tickets to their new categories. I have around 600+ tickets and have multiple new categories to update also. Is there a way to search/filter the ticket via ticket ID then I will bulk update it? TIA

1
zachary.king
Skilled Expert
1 year ago
L
Apprentice
Lucasj1Apprentice
asked in Freshservice

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

7
M
Apprentice
1 year ago
J
Contributor
jr_arrayContributor
asked in Freshservice

Customizing the service portal new ticket form

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.

4
J
Contributor
1 year ago
vschiaffino
Top Contributor
vschiaffinoTop Contributor
asked in Freshservice

Pasting screenshots when submitting service requests

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?

2
vschiaffino
Top Contributor
1 year ago
alephtaph
Contributor
alephtaphContributor
asked in Freshservice

Automatic workflow for shared folder access

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.

3
zachary.king
Skilled Expert
1 year ago
adityatawade
Top Contributor
adityatawadeTop Contributor
asked in Freshservice

API issue with Priority | Postman | Freshservice

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 

7
adityatawade
Top Contributor
1 year ago

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