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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.

  • 1,689 Topics
  • 4,764 Replies

1689 Topics

S
Contributor
sanjeev.ncContributor
posted in Freshservice

Useful help text in Incident forms to help your users make better choices

It's very hard for end users to actually determine the right impact and urgency in an Incident form. A part of that is because they don't really know what "Low", "Medium" or "High" means. In their world, everything could be high.Here's a code snippet that'll add useful help text just beneath your ticket fields. Something like this. It might help your end users make the right choice.Here's how you can get this on your Self Service portal. Place this code snippet under Admin -> Helpdesk Rebranding -> Layout & Pages -> Portal Pages -> New Ticket AFTER the existing code snippet. I'd recommend doing during non business hours to test it out.  Hope this helps!Here's the script:<script> jQuery(document).ready(function(){ jQuery("#s2id_helpdesk_ticket_impact:visible").livequery(function(){ jQuery(this).append("<h4 id = 'impact_help_text' style='padding: 5px;'> </h4>") }) jQuery("#s2id_helpdesk_ticket_urgency:visible").livequery(function(){ jQuery(this).appe

6
TedK
Community Debut
1 year ago
lavjoson
Top Contributor
lavjosonTop Contributor
asked in Freshservice

First Response Due

Hi everyone, seeking for help. Would like to ask regarding the error I encountered in Analytics. I’m trying to display the First Response Violated in this widget, would like to know why these 2 items reflect and appears “0s” Thank you in advance!  

1
Glavin Crasta
Top Contributor
1 year ago
F
Apprentice
FFSteveApprentice
asked in Freshservice

Asset Management Agent Deployment at Scale

I am attempting to Deploy the agent at scale using the Ivanti End Point Manager, similar to Microsoft SCCM.  In order to do this, I’m scanning each computer to see if the agent is installed and then creating a self healing task to install as needed.Does any one know what the folder path would be if the agent is installed or registry key?Something like does the folder “c:\programfiles\crowdstrike” exist or does “HKLM\SOFTWARE|CROWDSTRIKE” exist?I can’t find any documentation or even poke around on my computer for something similar to see if it exists.Any help would be appreciated.

1
Glavin Crasta
Top Contributor
1 year ago
G
Apprentice
gary.bertagnolliApprentice
asked in Freshservice

Admins unable to log into Freshservice

None of my crew can log into Freshservice. Getting message “You are not allowed to access this page!”Tied in with Microsoft SSO. 

2
rajagopal.baladhandayutham
1 year ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Freshservice

Employee Onboarding Analytics

Hello,I am looking for a way to report off of the Employee Onboarding custom fields. I see the functionality is available for Service Request items but I can’t seem to find anything on Employee Onboarding. Seems like being able to report on it should be a feature.Thank you!

6
rashmi.nag
1 year ago
R
Contributor
ryan.eavesContributor
posted in Freshservice

Used By field is pointless for CMDB

Has anybody else determined a workaround for the silly behavior of the Used By field in the CMDB? The Used By field gets updated to the last user to log into the device. So if you are using the CMDB to track what assets are assigned to which users, then your assets are going to move around if anybody else logs into the device. When you have a lot of assets, it essentially makes using the CMDB to track them pointless.I looked at creating another custom field to store who the device is assigned to, but the Used By field is more of a "first-class citizen" for other areas if the system, like reporting. And you can't have a custom field whose datatype is "requestor". Any ideas? I asked Fresh Service support and were pretty indifferent about that glaring oversight.

11
bskdi333
Community Debut
1 year ago
J
Apprentice
James.McCann
asked in Freshservice

Loaner Service - does not work

Hi All,We’re new customers to Fresh Service and was quite happy to see they had a built in request for loaner items.That as gone away. Trying to get support to explain how the loaner service works and get any real assistance is quite futile.We added our loaned items to the system. Set them to in use, assigned a user and a assigned on date.When a new loaner request comes through, it always auto assigns a device that is already on loan, NEVER auto assigns a device that is available.Has anyone else had the same issue and how did you overcome this?

3
raymondcanilao
Skilled Expert
1 year ago
D
Apprentice
dwoods11
asked in Freshservice

Separate User Activation Email From Address

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

1
Adhitya Ganesh
Community Debut
1 year ago
S
Apprentice
scott.daviesApprentice
posted in Freshservice

Email Notification template strips out html formating

Hi,I've tried editing the HTML for ticket templates but it never seems to keep all the styling.....For example in Visual Studio I created a very basic template:What I received in the email for a new ticket notifcation though was :In other tools like Spiceworks etc, copying basic html code from something like Visual Studio has worked flawlessly and the finished template is exactly what I designed.But the HTML in the Freshservice product just doesn't play ball....Has anyone had issues like this? Or can point me in the direction of a guide to how Freshservice HTML works in these ticket notifications?!Thanks,Scott.

1
jayleal
Community Debut
1 year ago
BrynCYDEF
Skilled Expert
BrynCYDEFSkilled Expert
posted in Freshservice

Hack: Version control on changes to Ticket Automator Workflows

I’ve made a ton of Automator Workflows for Tickets and I realized pretty quickly that if I didn’t include some version info no one but me would ever be able to work on them (to improve or repair).So I use the Description field as you can see below - each time I make a change I update the field by:increment the version number include the date  include at least a little detail about what’s changedAfter awhile those 500 characters run out so I have to truncate the field but I didn’t want to lose all that history so I created a spreadsheet where I hold all the truncated info.  I did this in both Fresh Desk and Fresh Service which is what we now use.Anyone else have any cool hacks to share?

2
BrynCYDEF
Skilled Expert
1 year ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Freshservice

Data Source Analytics

Hello, I am trying to create a report off a Service Item and can’t seem to get drop down fields that pull from data sources in the report. Is this feature not supported?

1
Adhitya Ganesh
Community Debut
1 year ago
alsvinash
Apprentice
alsvinashApprentice
asked in Freshservice

Looking for the suggestion.

Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....  

1
zachary.king
Skilled Expert
1 year ago
Doigy09
Apprentice
Doigy09Apprentice
asked in Freshservice

Filed Manager Form Fields

We are just about to purchase some more FreshService licenses for our building Services team so they can track job.We use FS within the IT branch and have setup a specific request form for our purposes. The building services team will require different fields on the form. Is there a way that there are 2 request forms, that IT can use and building services can use? 

1
Glavin Crasta
Top Contributor
1 year ago
rupendra.sharma
Apprentice
rupendra.sharmaApprentice
asked in Freshservice

client.interface.trigger ("setOptions" in Freshservice interface api

Can I use client.interface.trigger ("setOptions" in Freshservice interface api custom app?I could not find it in the documentation. But this is available with Freshdesk interface apiThanks.   

2
rupendra.sharma
Apprentice
1 year ago
K
Apprentice
k.osmanApprentice
asked in Freshservice

Versa Networks Director Webhok to Freshservice ITSM

Hi,I'm wondering if there is anyone who has experience with creating a webhook on Versa Director to create tickets on Freshservice ITSM..please see the attachment to view my configuration that did not work.Many thanks in advance.** Versa Director provides the essential management, monitoring and orchestration capabilities needed to deliver Versa’s Secure SD-WAN architecture network and security software servicesKamal

2
K
Apprentice
1 year ago
Glavin Crasta
Top Contributor
Glavin CrastaTop Contributor
posted in Freshservice

Freshbot for Freshservice - what would you like your chatbot to do?

If you were to use a chatbot on your Freshservice Support portal or even any internal site where the chatbot could be embedded, what are some quick actions and capabilities that you would want your chatbot to have ?I would like the chatbot to be embedded on all internal sites, so I can raise an incident easily without logging into Freshservice portal. What are yours? 

0
Glavin Crasta
Top Contributor
1 year ago
arishize
Apprentice
arishizeApprentice
asked in Freshservice

Pin Location on Google Maps and share on form

Hi, is there a way I can make the customers share their location coordinates by pinning their location on Google maps and then sharing it on the customer form? Plz help.

1
erik_g
Community Debut
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Service Catalog - All Items

Hello Team,May I know if possible to disable / hide the “ All service Items”  option in the catalog? my requestors are really overwhelmed with all the service items. I want them to see them per category. Maybe if there is option not to select/ direct to  “all service items” once user visited the service catalog.     

6
rajagopal.baladhandayutham
1 year ago
I
Apprentice
IanandersonApprentice
asked in Freshservice

Reject tickets from specified requesters (Blocked Requestors)

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 

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

Separate User Invitation Emails

Is it possible to create one email for internal users and another email for external users? I would like the email body to continue different verbiage if the user is external and it should also direct them to the support portal, not the main freshservice url. Thanks

1
Adhitya Ganesh
Community Debut
1 year ago
ASciuto
Apprentice
ASciutoApprentice
asked in Freshservice

Need to add a placeholder to a service request approval email

Hello,  I would like to add a placeholder for all pending approvals as well as what I have below.  What would I add to make that work.  Main issue if we have one approval and then a pending if we add another approval the one we just added to approve does not see anything because its only the last approver at the moment.  Thank you, 

1
rajagopal.baladhandayutham
1 year ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

Report solution rate by agent group of total tickets in a category.

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 :)

1
Adhitya Ganesh
Community Debut
1 year ago
radhika.narayanan
Contributor
radhika.narayananContributor
published in Freshservice

[Contest Alert] Paws At Work!

​​​​Take Your Dog to Work Day is on June 25th and we want to celebrate this virtually with you, and most importantly, your dog. Freshservice is celebrating "Take Your Dog to Work Day" with our in-house AI pup—Freddy who helps all our IT agents do their best work and boost their productivity. Do you have a four-legged loved one in your life? We’re running a week-long contest to give your canine friend a chance to win a special goodie basket. To participate in the contest, all you need to do is: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog  Tag us @freshserviceapp with #ITMadePAWssible Join us in this celebration by showing off your furry friend. Send us your entries by June 25th and we will announce three lucky winners on June 28th.

190
A
1 year ago
Sean Et Cetera
Apprentice
Sean Et CeteraApprentice
asked in Freshservice

Using the API to add any asset from inventory to a new ticket

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report.  If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API.  The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable.  However, to add an asset to a ticket that is being created, I need to use the display_id for the printer.  I know this is available through the URL for the printer, but I’m

2
jssw3222
Community Debut
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

Please take this ITSM poll

Pretty please :)Please help. Each year, the ITSM.tools website checks in with readers to see what ITSM topics they'd like covered in the year ahead. Here's your chance to help us to help you. Hopefully, I can say... Thank you for spending < 1 minute completing this one-question poll...https://docs.google.com/forms/d/e/1FAIpQLSfl6Zsu5NzsfykrLPu2YSrPU6F6oQf4fBxk8cX2nEhd5WnTgQ/viewform

0
manns
Skilled Expert
1 year ago

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