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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.
I’m currently setting up a number of automation workflows with orchestration to automate some of our more repetitive requests. The first one I’m trying to tackle is creation of new Teams, with custom channels, members and owners. All is well so far with creating the Team itself, but we’re having trouble creating channels for the newly created Team. Creating the channel relies on the team_id, but from what I can see, there’s no way to get or call this variable. The ‘Get Team’ function relies on team_id as the input, but interesting also gives the id as the output. Does anyone know how I can call the team_id to use this as the input for ‘Create Channel’?
Hello,Regarding Service Request Tickets:I was wondering if it would be able to add another field for entering data (Net Value, gross value, additional comments) for an approving department before routing to another department to input more information and approve. Backstory:I am creating a Service request to dispose of assets. After a requester submits the ticket, the ticket should route to the finance department to look at the request and put in more data (i.e. Net value of asset) and from there, after they approve the request, it should go to the facility department for final steps and final approval.
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”
Hopefully this is a simple answer. I did a search but found nothing helpful.We have a Freshservice form that we’ve set up for customers to fill in when requesting a new workspace be set up in an IT platform we use and there are a limited number of colour options available. We would like to include an image/screenshot of those options in the form so that we no longer get specific colour requests that we have to respond to, i.e. ‘Can we have it in Mint Green?’ No, but we can do just Green.I’ve looked at the form creator but can’t see an easy way of adding an image in. Is this possible? If so, could someone explain to me how I do it.
New Freshservice user. I’m looking for best practices for tracking our ISP/broadband services (we have many.)The closest I can find is to set up ISP as a “hardware” type of Asset, so I can attach a Vendor. That more or less works, but it adds to the asset several things we don’t need.If I look to set these up as a service (most logical), I can’t associate a Vendor.If I set up as a Contract, I can’t associate a location.Ideally, these would be considered Services with an associated Vendor and Location.Maybe I’m just missing something due to being new to the product.
Good Afternoon.How can I create the following report:- Resolution percentage % by agent group per category of tickets in a category.Example:- Category name: "Operating System"- 12 tickets exist in this category- 6 tickets out of these 12 tickets were solved by Team ABS- this means 50% of the tickets in the operating system category were solved by ABS.Thanks for the support :)
Hello Team,I am a new user of Freshservice and I would like to know if there is a possibility to create a "Guest user" with the Azure AD Orch solution from a workflow ?I would like to request a dedicated service for the creation of Guest users in my company.Thank you in advance for your help.
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.
Currently we’re using Guru to document our IT-specific processes (internal team processes not meant to be seen by end-users). I’d like to transition all of our knowledge-base and process documentation to Freshservice Solutions, but I have one minor question. I know we can set the folder visibility, but I’d like to be able to create a category called “Internal Process Documentation” with folders inside that correspond to different types of documentation. If I do that, the “Internal Process Documentation” category will be visible in the portal even though the folders within are not. If we just stick the folders inside of another category we end up mixing our internal stuff with the “General” category or something like that, and it gets messy. Is it possible now or will it ever be possible to hide categories so we don’t need to combine visible and invisible folders in the same category? Thanks!
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.
Is there any way to customize agents' permissions so that they only have access to specific contacts?In our case, it's about a partner who should only see the tickets of a certain group of customers. However, since all contacts are displayed to this, this is a high security risk with regard to data protection laws. Is there a way to get around this risk?
I’m looking for a way to reject tickets from specified requestors, specifically shared email accounts in our organization. I’m aware that I could do this via automation, but I’ve noticed that under Admin > Requesters I see that there is a category for Blocked requestors. I’m having trouble finding information on what exactly it means for a requester to be blocked, or even how to mark a requester as blocked. Any info or insight would be very much appreciated! Blocked Requestors category
Is it possible to send activation emails using a different from address than our default help desk email?We would like to send activation email from help@ for our internal users and support@ for our external users. This aligns with our portal domains and language. ThanksDavid
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.
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!
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
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