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  • 1,667 Topics
  • 4,713 Replies

1667 Topics

H1j4ck
Apprentice
H1j4ckApprentice
asked in Freshservice

Orchestration: Unlock account

Hi all,I am a newbie with Freshservice Orchestration!We have recently setup the Active Directory Orchestration, and I d’like to start with unlocking users account:In below image you may see the first steps:  Problem is that I do not uderstand how to het user detail:It seems that it needs one of  the below parameter, but what to input inside the name field, in order to get Distinguished name? I may even skip this step and proceed directly to “Is user account locked”, but same question: which string of code I have to use?   Thanks to anyone willing to share his experience!

1
vishal.abraham
Skilled Expert
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

You are not allowed to access this page?

Hi Team,Im just curious, why some our requestor sometimes encountering this kind of warning, “ your not allowed to access this page”, this is showing after successfully login.

3
raymondcanilao
Skilled Expert
1 year ago
J
Apprentice
juan.gonzalezApprentice
asked in Freshservice

Replicate ticket on 2 different platforms

I work with a supplier that also uses Freshservice, is it possible to integrate our portals so that the tickets generated in my portal can be replicated in the supplier's portal so that the updates in these tickets are replicated?

2
rajagopal.baladhandayutham
1 year ago
V
Apprentice
V.WestbergApprentice
asked in Freshservice

Approval requests non Service Request

I am trying to make a workflow that sends a approval request to our security team if someone selects security from the drop down. it is working if I assign it directly to the team but once I add in send approval request it stops. Are we not capable to send approval requests on non SR items?

1
rajagopal.baladhandayutham
1 year ago
D
Apprentice
DevonGansebomApprentice
asked in Freshservice

Employee Onboarding - Child Tickets

Hello, I am wondering if anyone knows of a way that when a Parent ticket is re-assigned, whoever it is reassigned to also gets the child tickets assigned to them. We are setting up onboarding, and we want it so when the IT Support Manager assigns the Parent ticket to an Agent, all the child tickets also get assigned to that agent. I do not see a way to do this in the workflow, but just wanted to see if I am missing something. Example - If I would reassign this ticket (parent ticket) to Britany, but all the child tickets stay assigned to JoshWorkflow - This is what we where told from Support to try, but then this assigns the child tickets to the IT support manager, as they are the “event preforming agent” changing the agent. and anytime the ticket is update in the future, this would run again. 

1
rajagopal.baladhandayutham
1 year ago
S
Apprentice
stanleynApprentice
asked in Freshservice

How to create Purchase Order for Existing Asset

Hi there, We are new to FreshService and I have a question. We have an agent discovered Asset. I was wondering how can I create and associate a Purchase Order with this? I know I can create a Purchase Order and receive it into our inventory but once I put in the Serial Number it says this asset already exists. I tried searching the Forums and Help Topic but no luck on this exact issue.Thank you!

1
rajagopal.baladhandayutham
1 year ago
I
Apprentice
IanandersonApprentice
asked in Freshservice

Can you configure the FreshService Discovery Agent?

I’m just wondering if there’s any way to configure the FreshService discovery agent to capture more information than it does by default. An example would be LTE IMEI and SIM card information for LTE-capable laptops.

1
rajagopal.baladhandayutham
1 year ago
T
Contributor
tony.sContributor
asked in Freshservice

Custom Date Field is always empty

Hey,so we have a strange problem. In some of our service articles we added a custom date field. But no matter what our customers put in there it will always be empty. They have to do the extra step and go into the freshly created ticket and change the date in this field again for it to save the put in date. This is how we setup the field  After the ticket is created and a date is properly set during creation (I supervised it one time in case of user error on our customers side) it will show like in the picture below. 

1
rajagopal.baladhandayutham
1 year ago
G
Apprentice
ghillApprentice
asked in Freshservice

On Pemise Server

I am trying to set up Asset Management in Fresh Service.  Do I need an on premise server to do this?

1
rajagopal.baladhandayutham
1 year ago
annalakshmi
Apprentice
annalakshmiApprentice
asked in Freshservice

how to get records data for custom object ?

hi all ,I am get all records data in custom object , response is empty. we tried the API in postman status is 200 but response is empty. but datas are available in object record,why the records data is empty?how to solve the issue?

1
rajagopal.baladhandayutham
1 year ago
D
Apprentice
dwoods11
asked in Freshservice

Contact "Can see all tickets from associated companies"

I am trying to understand the functionality on edit contact where I can select “Can see all tickets from associated companies”. I do have the situation where I want a contact at one company to be able to see tickets at another company. I don’t see how to associate companies though.Any help is appreciated.Thanks 

1
rajagopal.baladhandayutham
1 year ago
TGehmert
Apprentice
TGehmertApprentice
asked in Freshservice

Dashboard Scorecard Highlights error when saving

Hey,im using freskworks as our primary ticket-tool at the company.I customized my dashboard so that i can see if in new tickets are online.I also use the “Highlights” option, so that the scorecard is getting colored when more then x tickets are on.But, i can set it to “Warning if greater than 0”, wich means that the scorecard will getting highlighted when 1 tickets is matching. And it worked, but i cant save the setting, when i try to “update dashboard” i get “Error while updating dashboard”

1
rajagopal.baladhandayutham
1 year ago
C
Apprentice
cfosdickApprentice
asked in Freshservice

Discovery Agent

Does anyone know how the discovery agent communicates with the Freshservice cloud? Meaning what ports and protocols, also does the cloud reach for the data or does the agent just send it?

1
rajagopal.baladhandayutham
1 year ago
B
Top Contributor
Bryan0392Top Contributor
asked in Freshservice

Employee onboarding - Add people button does not send CC's - how to CC multiple parties

Hi there,Problem: We need to send a copy of the onboarding request to the supervisor, payroll, inventory management and other departments.I’m trying to figure out a way to get the application to send a automatic email to the people Cc’d in the onboarding request when ‘add people’ is pressed.My understanding is that you need to press ‘add people’ to add the CC receipt and then comment on the ticket for the new comment email to be sent to them - this is annoying because its a extra step, when you add someone they should receive a email automatically.Is there anyway to send emails to people when they are added as CCs using the ‘add people’ button.How do you all solve this problem, I am sure someone has run into this problem where they need to send the onboarding request to a lot of recipients. 

6
B
Top Contributor
1 year ago
L
Apprentice
lloydApprentice
posted in Freshservice

Default Tickets View

I am wondering if it is possible to set my customized ticket list, with filters, etc, as the default list that freshdesk displays when i sign in?

8
zachary.king
Skilled Expert
1 year ago
K
Apprentice
Kim HardingApprentice
asked in Freshservice

Hiding deactivated agent from agent drop down

We have deactivated agents but every agent we have ever had is still showing in the Agent drop-down on tickets. This is bothersome, we need to scroll to find the right agent every time. We only have 3 current agents and 7 deactivated. I can’t find a switch to hide them

1
zachary.king
Skilled Expert
1 year ago
O
Apprentice
O DuceApprentice
asked in Freshservice

How to automatically remove specific emails from the CC field

Hi Everyone,I know there’s a way to automatically add emails to the CC field using the workflow automator, but is there a way to automatically remove specific emails from that field?If not, would you be able to add it please?

1
zachary.king
Skilled Expert
1 year ago
N
Apprentice
nabbsApprentice
asked in Freshservice

Refresh ticket page from app

I have several actions that are performed on a ticket from inside an app via api calls. this has lead to issues where the user has overridden data that has been set by the app because they either failed to reload the ticket or did not see the “Updates” icon Is there any way to refresh the ticket page when the user is finished in the app? current they finish by clicking a button in a model

1
zachary.king
Skilled Expert
1 year ago
D
Contributor
dmillsContributor
posted in Freshservice

Asset search bar disappears

It seems anytime you use the asset filters in the assets list the search bar disappears and will not return unless you refresh the page

2
S
Apprentice
1 year ago
D
Apprentice
duganzApprentice
posted in Freshservice

Liquid for checking Ticket Type

My objective is to conditionally display some HTML in the Ticket Details page if the ticket is an Incident [the tickets "Type" field is set to Incident]I'd imagine this would look similar to what I have below, but this exact statement always returns false, thus never displaying the content within the IF statement.{% if ticket.type == "Incident" %}       <!-- Conditionally Displayed HTML goes here -->{% endif %}I don't seem to be able to find any documentation on a "ticket" object though.

2
dineshs
Contributor
1 year ago
danapromethean
Apprentice
danaprometheanApprentice
asked in Freshservice

Azure create user formatting

Hi I’m having some formatting issues with creating users in Azure with the app action. I’m using place holders from one of our service requests so that ‘display name’ field is:{{firstname}} {{lastname}}When entered like this, it adds a line break into Azure so it looks like this in the system:{{firstname}}{{lastname}} I tried removing the space but of course it shows up with the first name and last name all together. I also tried using the encoded space:{{firstname}}%20{{lastname}} This way does not work either. Any ideas?

2
danapromethean
Apprentice
1 year ago
E
Apprentice
EETApprentice
asked in Freshservice

Liquid filters: date calculations

Hi,We are using service requests extensively.  We are using API PUT calls within ticket automators to set the due date on the service request according to a date field selected by the user within the service request.  This is working successfully.I’d like to be able to set the response due date to one or two days prior to that due date, meaning I need to add -2 days to the due date.  For certain service requests, I’d like to be able to set the due date a week after the creation date, meaning I need to add 7 days to the ticket creation date.  I’ve spent days combing support materials and I can’t get anything to work.  This is my best current guess (I’m adding this as a note to the ticket to test the placeholders/filters): Ticket created at {{ticket.created_at}}One day later is {{ ticket.created_at | date_add: 1, "day" }} It doesn’t work, it just gives me the ticket creation date twice and no errors:Ticket created at Tue, 2021, Dec 14 at 7:58 AM GMT +1000One day later is Tue, 2021, Dec 1

2
E
Apprentice
1 year ago
J
Contributor
julian.kleineContributor
asked in Freshservice

Freshservice - Liquid placeholders for multilingual portal

How can I use this example in freshservice, when customizing portals.I want to identify which language the current user has set when customizing portals.<h1>{% if portal.current_language.code == "en" %}We are here to help!{% elsif portal.current_language.code == "fr" %}Nous sommes ici pour aider!{% elsif portal.current_language.code == "de" %}Wir sind hier um zu helfen!{% endif %}</h1>Thanks for any help.The value is just simply not set when I print it out in the portal using liquid in freshservice, while it is set in freshdesk. Is that just a inconsistency? If so - When will this be available. The documentation in freshservice actually refers to this FreshThemes Guide for Freshdesk

2
dineshs
Contributor
1 year ago
A
Apprentice
abdulalsalehyApprentice
posted in Freshservice

delete somthing on freshservice

 Hi Alli have issue with deleting something on Inventory. the problem is i import database files and i want to delete some of them because i found out some of the files are duplicate.so can someone please tell me how to delete all the database ?

2
Jonas Toftefors
Community Debut
1 year ago
M
Apprentice
matt_13053Apprentice
posted in Freshservice

Stop Account Auto Creation

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

17
rajagopal.baladhandayutham
1 year ago

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