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- 1,684 Topics
- 4,755 Replies
Request API - concurrency
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.
Employee Onboarding Reporting Manager Can't Monitor Process When Agent
We are in the middle of setting up the Employee Onboarding. Going pretty well, however, management wants the reporting managers to be able to monitor the status off each request. This isn't an issue for normal managers that are requesters, since the ability to view the onboarding module is only given to requester groups.However, for managers, that are also Freshservice agents, they can't see the process since they can't be put into Requester Groups.Has anyone found a way around this?
Hi I’m trying to create actions/tasks from an employee onboarding form. The form has several “check boxes” for a user to select requested services/software.The problem I have with the logic in the automator is if a user checks “Field A” to be true, it doesn’t check for “Field B”, unless I create an incredibly complex automation.Is there any way of “looping back” into the next step in the automation, if that makes sense? In the example below, the automation won’t check if the user is agency/contract if “line Manager” is selected to be true: I’m curious to know if other people have seen this and how they have approached the issue Thanks
How can I get all Employee Onboarding fields (workflow or API)?
Hello!Our employee onboarding process is just HR → Reporting Manager, asking each for information. However, the display of the collected information in the ticket is a little… lacking (it’s a two-column layout, not easy to set the order, paragraph fields are collapsed into a single line...) I set up a workflow to add a private note to the ticket with the fields we want in the format we want… it works great for most fields, but not all of the fields are available as placeholders - the paragraph fields are not listed as options.I decided to see if we could pull the fields from the API instead, but no luck.Pulling from https://[domain].freshservice.com/api/v2/onboarding_requests/[num] the ‘fields’ objects lists the fields (including the paragraph fields), but only the ones for the HR step - none of the Reporting Manager-filled fields are included. So my questions are…Is there a way to access onboarding paragraph field placeholders within a workflow? or Is there a way to pull ALL (HR and
Freshservice - find knowledge article from incident page
Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAG or Keyword, and this existing in the incident does Freshservice make the association for the agent? This is when an incident is already created and for the agent, not the requester.
Scheduled workflows with approval
I’m trying to create a scheduled workflow that would allow me to request an approval from a manager before continuing through the workflow. For whatever reason the “Send Approval mail to” action item does not appear in scheduled workflows. Does anyone have any suggestions or workarounds that I can use?
35 Best On Demand Service Apps
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Emails showing as on behalf of from Freshservice
Hello,I received no feedback on this as a Feature Request and it is a definite problem for my team, so I am raising it here also.I've set up a vanity email address using our company domain (e.g. email@example.com) and have configured forwarding from the email to the generated Freshservice email associated with it.The problem is, when we receive an email from our service desk it does not display only the vanity email (e.g. IT Support <firstname.lastname@example.org>) and instead shows as coming from the Freshservice generated email address "on behalf of" the vanity email address, i.e. IT Support <email@example.com> on behalf of IT Support <firstname.lastname@example.org>.We are using Office 365 with Exchange Online, and Outlook 2013 is our primary email client.We're keen to roll out Freshservice but this is really putting my management off using it as it will cause confusion and concern within the company when they see emails coming on behalf of There is clearly
New to Freshservice
Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests. We are going to expand in to change, problem, project, knowledge, asset etc. Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks
I am trying to setup a webhook for Continuum to post its ticket updates. They sent me the following about the payload they send and how they send it to the webhook:We are passing the Content-Type as “application/x-www-form-urlencoded” in POST request.Body of the HTTP message sent to the server as a long query string -- name/value pairs are separated by the ampersand (&), and names are separated from values by the equals symbol (=). Header:- Content-Type: application/x-www-form-urlencoded Sample body:- action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456 For GET there will be not body part, so no Content-Type. We will call the callback url and the data will be append to the url Eg:- http://mycallbackurl?action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456How can I configure the webhook to work with this?Thanks,
Support for release versions
We currently use a limited set of features from JIRA but are finding that the cost is starting to outweigh the benefit.Freshdesk looks like a better balance but there is one thing I can't see: the ability to set up release versions for a software product.For example if a customer raises an issue it's raised against a particular version of a product, and we also designate it to a particular fix version. This way we can easily see what issues affect a particular version and what issues are outstanding for the next release.Is there a workflow for this in Freshdesk? Bear in mind these versions vary from product to product.
People management in IT - how do we prepare managers?
I’ve just been reading the ITIL 4 Workforce and Talent Management practice guide and it got me thinking about people management per se. It has been 15 years since I managed anyone but I did manage various teams for 15 years before that (inside and outside IT). However, I can’t remember ever being given any (line) management training to equip me.Just wondering if I’m alone in this or whether we as an industry should be doing more to create better managers.
Email notification address
Hello, Is it possible to change the E-mail notifaction E-mail address? And is this eligible to specifiy a support address to a specific company? Like for example: email@example.com for customer 1 and 2 when they recieve a activation link. And firstname.lastname@example.org for customer 3 and 4. kind regards, a
Ticket history not showing for the "Requested For" user
Hi! So seems kind of odd that when the Requested For field is in use the ticket does not show in that users history, the ticket only shows for the original requestor. My use case for this is we have HR submit alot of tickets on behalf of employees, mostly new employees. However I need to be able to see history of these tickets on the new employees for audit purposes. The only way I have found to make this work is to change the requestor all though I need to know who submitted the ticket as well so that defeats that purpose. Any one else having this issue or know of a work around? Also, there is no way to send an email via the ticket or automator using the email for the requested for user.
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