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What differentiates organisations as they improve their level of ITSM success?
As part of something being written based on AXELOS ITSM Benchmark Report data, the ITSM capabilities of organisations reporting their ITSM success either as “still much to improve upon” or “getting there” were compared.“The first, and unexpected, trend is that the organisations reported as having “still much to improve upon” predominantly have a higher level of ITSM capability adoption than those seen as “getting there”.” This potentially looks as though resources are being spread too thinly (across ITSM capabilities) in the organisations that rated their ITSM capabilities the lowest.This was followed up by the analysis of the “working well” ITSM capabilities in these two groups, which restored teh expectations between these levels or reported ITSM success:“...it’s likely the mid-tier “relative” increases that offer the best insight into the transition point between an organisation having “still much to improve upon” and “getting there”:• Service request management +76%• Service
Parse attached files in the latest conversations
Hello, We have a integration project to send tickets from Freshservice to a supplier, that includes attached files if there are any.Have a hit wall when we tried to get the URLs for files that is attached to the latest comment(private). The URLs need to be in a string with a space or line break between them. I used the API Service Desk API for Developers | Freshservice (List All Conversations of a Ticket) to retrieve all conversations but I haven’t found a way to the get the latest conversation and the related attached files. As I understand it the JSON parser adds all conversations attachments/values into one placeholder. Anyone has a solution/workaround to this ? TIADaniel
What differentiates "great" ITSM success from "good" ITSM success?
I’m writing an article on this based on the ITSM capabilities adopted and how well they’re working (and I will drop some snippets in as a response once the data analysis is complete). But what do you think? It could be anything not just specific process strengths, e.g. the ITSM tool, people, training, strategies, metrics, etc.Please let me know as a response.
Workflow Action - Send Mail to Service Request Fields > Custom Fields
Hello together, we currently working more and more with the Workflow Automator and want to set up some workflows for service requests where an approval mail is sent automatically.Here we stumbled across the option for Service Request Fields in the “Send Approval mail to”- Action .When clicking on that a new window “Custom Fields” appears, allowing to search for Service Items. However, regardless of the selected item, no Fields were found. We also created a Service Item called test and added every available custom field to it, but also for this item no Field is shown in the Send to Workflow Action:Does anyone know what this option is used for?Thanks
Analytics Percentages Don't Add Up to 100%
I have several metrics in Analytics that are intended to show data as a percentage. For example, this metric is showing the percentage of tickets within a given date range grouped by their Source property. Every ticket should have a Source property, so this chart should be hitting 100%, yet it never does. How can I fix this?
Which ITSM capabilities get adopted most?
Here’s some data from a recent ITSM Benchmark survey and report with AXELOS (hopefully the full report will be out soon):ITSM Practice and Adoption levelService desk 89%Incident management 89%Service request management 85%Change enablement 84%Problem management 80%Knowledge management 79%Asset management 78%Relationship management 77%Continual improvement 73%Financial management 72%Service catalogue/self-service 69%How does this adoption profile stack up with your organization? Please let me know as a response.
Admin Privileges needed for Onboarding
Hello, I have a question regarding admin Privileges for Onboarding.Does the account used for “Create User” in Microsoft Active Directory via Orchestration really need Full Admin Privileges? The installation guide mention either Administrator or Remote Management Users but is there another way?https://support.freshservice.com/support/solutions/articles/50000003264-installation-guide-for-microsoft-on-premise-active-directory-orchestration-app“IMPORTANTThe login credentials used in the app configuration should be either of an Administrator or an user who has been added to the built-in group “Remote Management Users”.”
Convert Service Request to Incident and With Custom Data?
Hi there. So my company are just starting to use FreshService. We wanted individual buttons / offerings available for specific issues / systems and so we built out a service catalog of items based on various issues. Some of these offerings though are more 'Incident' than 'Service Request' though and so we utilised the Workflow Automator to - pretty easily - convert these offerings in question to Incidents after being raised.However.We have just noticed and realised that during the conversion from Service Request to Incident, the custom data gathered in the Service Request is not carrying over to the Incident.And I'm wondering if there is any way around this? Is there a way to make the conversion carry that custom data over? Or are we going to need drop this idea?Thanks for any information.
Assets and OnBoarding
We just started and testing out the OnBoarding process and with the computer crunch that we are all fully aware of we are using more used laptops. I know the Kits are all based on the service catalog but it would be really nice if the manager could choose a asset that is in stock and in their department. ExampleManager is in the KitsSelects Used computer That then looks up In Stock computers for that managers department Then the manager selects the computer and it gets added
Freshservice Probe - VB scripts - CheckUserAccount.vbs
Good morning. We have installed the Freshservice probe one of our servers. Our security software is blocking a script that the probe is trying to run regularly called CheckUserAccount.vbs. We need to know what the impact of this script being blocked is. What is the function of this script? It appears to just test a login to the domain via LDAP lookup.
Create Ticket from Microsoft Teams
I have connected the “Servicebot for Microsoft Teams” app in Freshservice and the “Servicebot” app in Microsoft Teams but when I go to create a ticket from a message (Right click on the message and click create new ticket) a window pops up and says “Unable to reach app. Please try again.” I have tried uninstalling and reinstalling the integrations multiple times. Any other suggestions on getting them to work? Thanks!
CSAT Survey for customers using their own ITSM too for incident communication
Hi all, I am facing the issue that our customers are leveraging their own ITSM tools to send updates to our instance of freshservice. When our incident then gets closed, the email is not sent to the requester, instead will be sent to a closed incident on customer side and will not get a reply. I am wondering if anybody is facing the same issue and has found a way to solve it. Any help is appreciated.
MSP - Trying to get a list of tickets closed/resolved at the end of each month
I am a small MSP and I need to be able to get a list of resolved and closed tickets at the end of each month for billing.The filters do not seem to allow me to just get a list of resolved/closed tickets for the month.On top of that there seems to be no way to get a number from the tickets list for billable hours.Any suggestions?
Update ticket's due by date with value from custom field
Hey guys, When I tried to use APIs in Workflow Automator to enable manual update on due by field and then update ticket’s due by & first response by with value from custom datetime field using placeholder, the date time is not the same as the value I put in the custom datetime field. Let say my time zone is set as GMT +8 (Hong Kong), when the custom datetime field is 2021-12-31 00:00, the ticket’s due by will be updated as 2021-12-31 08:00, which should be 2021-12-31 00:00. I checked that the value from custom datetime field placeholder has the correct time zone information by just adding the placeholder value as note content, and it shows “Fri, 31 Dec, 2021 at 0:00 GMT +0800”. Please advise if I have done anything wrong.
Supervisor rule change status of ticket but workflow not triggered
Hi, we’ve recently begun using Freshservice and at the moment have automation workflows for onboarding and offboarding. The offboarding workflow is initiated after a requester registers a request through an employee-offboarding form, initially it only disables the user accounts in Google and Azure, but then after 60 days it is supposed to automatically run a second workflow that deletes the accounts. How do we achieve this in the simplest and most proper way?My colleague that set this up initially says that it previously worked by having a supervisor rule that changed the status of the ticket after a certain amount of time. But that clearly doesn’t work now. The status is changed on the ticket, but the workflow is not triggered.
Software Inventory - Notifications on Restricted software
Hello, I’m checking our Software Inventory right now/. I was able to identify some restricted software. I'm just curious if how the notification worked? or is there any notification or process where i can see if there will be installation of restricted apps moving forward?
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