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Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.
Hi,We are new to freshservice and are still configuring all our needs before major roll-out. Few users have access to test some features. So this problem occurred that an user could change the requester field (is normally automatically filled in with the logged in user, field ID = ‘ticket_requester_email’) and could create a ticket for someone else. We don’t want this option and want to disable the field. If they want to someone else up to date they should use the ‘CC’ field. I have searched and saw that few people changed the portal and I hoped this was also possible for the ticket form. (or is it possible in the admin page, but I didn’t find it) Asked the same question in freshdesk community (my bad)
I have mentioned this in the past and it’s worth repeating. It’s not necessary a “Feature Request”. It’s more a request to fix the UI.The Save/Publish functionality in Solutions should mimic the dropdown menu in Service Items. Aside from the Save/Publish two step being a bad design, it is prone to errors. Agents click Save and naturally assume their changes are published. In order to publish, there is an entirely different button forcing one to perform more steps than necessary or just completely forget to publish and what should be a live article is hidden because Save defaults to Draft mode.Canned Réponses have a completely different design. Update. That’s it.So three different ways tells me that the different developers are doing things differently and not following (or having) a single Human Interface Guidelines to go by.and
Hello,We have realized that we no longer need a child location for asset location. I have relabeled all of the assets with the correct parent location. I have checked over 10 times by creating reports to see if there are any assets reflecting the old location, and the report reflects that none of the assets have the old location label.How can I go about removing the unwanted location label? Thank you in advance for any help you can provide.
I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.
As part of out operation requirements we are required to undertake asset audits.In the past this was easy as majority of assets were located in a office. With many users working from home, this is proving to be a time consuming task.We tested sending out a form where staff submitted the asset details and we did a comparison against what we had in asset register. This was a very manual, labour intensive process, and as things are constantly changing (Eg. users are returning/taking other assets, its a moving target)We are wondering how other organisations carry out this task?
There seems to be a very serious limitation with the Projects module in Freshservice. Essentially, you have a ONE TIME opportunity to enter the name of a task or sub-task because if you make a mistake, you can’t save any rename edits - a “pen” icon is there that allows you to type in a new name, but there is no “save” option to apply the change.As well, there is no ability to re-order tasks or insert new tasks between existing tasks. So you better get everything right the first time!Freshservice, why is this such a glaring shortcoming of the module? It essential makes it useless...unless I am missing something here.
When raising a service request, In the Automator Action bit we can send an email (Send Email to). I need to send an informational email to specific contacts (not agents) containing the details of the Service Request . I would like to include the details from the Service Request in to the email body that is being sent out via automator. I can add ticket information in the Condition bit of Automator, but how can I add it to an action?
Hi there, first time poster so please be kind!I am looking to setup widgets for each of my Agents which shows the amount of tickets (and percentage as a whole) the have closed in the last 30 days, the average time taken to close tickets, and any SLA breaches they may have incurred. Any help will be much appreciated. Thanks!
any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t
I’m the Asset Manager of my organization and I’m looking at automations to change asset states and flag users if their laptop hasn’t checked in after a certain period of time. I don’t see a way to add last audit date as a condition ie: last audit date is greater than 30 days. Is there something I’m missing or is this a feature that’s not available yet?
Hi Freshservice.If you are using the API in a custom app and getting the API key from a configuration/setting. (The settings/configuration is set when you install the app.)Is it possible to get it from the user object instead?Ex:client.data.get("loggedInUser")Lets say you use the custom app from another agent which should not have access to the Admin API key.Is it possible to retrieve the API key based on the user that is logged in, so Admin Api key is not exposed to lower levels of user roles.Users without the admin role can't access custom apps which means they can't configure their own API key in the app either.Is there a solution to this?Best regardsJonathan.
Good MorningWe are looking at having other departments outside of IT start to use Freshservice to capture their support requests.I was wondering if others have done the same as do you have everyone on the same Freshservice tenant or under different ones?Do you use a portal or one email address so just rules for multiple email address?
Hi,I got word from the advanced enablement training that it should be possible in some way to add a change to an incident. I take this should be the same way as associating the change like you do it in the agent portal. I was referred to https://api.freshservice.com/v2/#changes in order to find the supported way to do this. But it escapes me what method I’m supposed to be using.It would be great just to be able to add an existing incident to an existing change. Though my end goal would be to create a new change from a RFC via an Freshservice workflow automation via a webhook.Would be great if some light could be shead on this.Thanks!
Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :)
By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?
I’ve been having issues attempting to get SAML working with Azure. I’ve got past initial problems with SAML assertions and responses and am now getting “<test user> an error cannot be logged in as this user is not part of this organization”. The user is present in Azure and the application is set to not require assignment. It’s driving me nuts. Any ideas, please?
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