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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.

  • 1,801 Topics
  • 5,196 Replies

1801 Topics

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Contributor
hmeekContributor
posted in Freshservice

Undo a Merge

Can a Merge be undone? or reversed

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Contributor
5 years ago
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Apprentice
petter.borkeeietApprentice
posted in Freshservice

Dropdown fields from another form

Hi. How can I create a dropdown box in my new form. I find it essential from my custom server form to lookup in another custom form where I register my operating systems. And connect a SQL engine with databases. And connect my services with my servers etc etc.I know I can make a relationship between two asset types, but I'm unable make reports based on these relationships nor make filter based on values in relationsships.

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Contributor
4 years ago
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Apprentice
mcaronApprentice
posted in Freshservice

Vendor Category

Is there a way to pick multiple "Vendors" to delete as the list is way too long. I want to add just my hardware vendors like CDW, Trimble, etc. without having 3 versions of Adobe etc. listed. To me Vendors does not represent Software.Thank YouMichael

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Community Debut
4 years ago
K
Apprentice
konstantin.nesterovApprentice
posted in Freshservice

Error on resize attempt

Hi,Whenever I try to invoke resize finctionality, like  freshClient.instance.resize({width: "100%", height: getAppHeightPX()});I get following error:Is there any precondition to use this API?

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K
Apprentice
4 years ago
J
Contributor
jdeanContributor
posted in Freshservice

Retire a Departement?

Looking to retire a few departments, nothing finding any information on best practice. I don't really want to delete them as the data is still of value, any suggestions?

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Contributor
4 years ago
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Apprentice
philip.truongApprentice
posted in Freshservice

How to create a requester in Freshservice via Powershell script?

Hi SupportHow to create a requester in Freshservice via Powershell script?Need following detail only:First name:Last name:Email address:Thanks in advances

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J
Contributor
4 years ago
T
Contributor
ttubbsContributor
posted in Freshservice

Unable to create ticket with API v2, Validation Error on Unused / Not Required Field

We're doing some tests to see about creating tickets in Freshservice via the API. However, when doing so, we're receiving a validation error.The code we're trying through the terminal is as follows:curl -v -u APIKeyHere:X -H "Content-Type: application/json" -d '{ "description": "Testing creation of a ticket via the Freshservice API", "subject": "[TEST] Ticket creation via API", "email": "existing-contact@email.here", "priority": 1, "status": 2 }' -X POST 'https://domain.freshservice.com/api/v2/tickets'APIKeyHere = my API Key as obtained through my profile in Freshserviceexisting-contact@emai.here = Email Address of an existing contactdomain = our Freshservice subdomain nameWhen I run the above command, I receive the following error: {"description":"Validation failed","errors":[{"field":"department_id","message":"It should be a/an Positive Integer","code":"missing_field"}]}Looking through the API v2 documentation, "department_id" is not listed as a required field. This particular contac

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G
Contributor
4 years ago
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Apprentice
carlosgamitoApprentice
posted in Freshservice

Convert requester to an agent fails

Hello, When I select an existing requester and click on the option "Convert to an Agent -> Full-time Agent" the page refreshes but the user is not converted. I've tried this with the latest versions of Firefox and Chrome on MacOS 10.13.3 (17D47). Thank you, Carlos Gamito

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Community Debut
5 years ago
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Apprentice
michael.forgioneApprentice
posted in Freshservice

Automate adding a CC when status changes

I am trying to find a way to add a CC for a customer when we update our status. There is a way to add a CC in Dispatch'r but not in any other automation. 

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Community Debut
5 years ago
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Apprentice
danielmApprentice
posted in Freshservice

Using Webhooks within Workflow Automation using API v2 with Freshservice

It took me a good deal of time to work out all the kinks in using Webhooks inside Freshservice workflow automation. I am surprised they don't have the option to create a ticket/child ticket built into the workflows already, but then again they are missing a lot of conditions/actions that should be available there. I found some documentation from several places that helped, some from Freshdesk API documentation, some from Freshservice API documentation, and some from some external sites. The fields required are all different between API's and Freshdesk and Freshservice from what I can tell. Using v2 of the API on Freshservice I still do not see a way to automatically create a child ticket linked to the original ticket. I found a field called "parent_id", but this field does not work with v2 API.To anyone that is not a programmer I suggest getting a program called SoapUI, this is what I used to test and find out what fields work and what do not, as there is not real way to see what

1
efhwl8566
Community Debut
8 months ago
I
Contributor
it_14069Contributor
posted in Freshservice

Insecure URL links - able to re-use login hash

Hi, We use SSO internally for our Freshservice platform. I've noticed that its extremely easy to log into someone else's account if you have the hash but putting it at the end of the URL, for example "&hash=8c4ceaa5ba06561b2cf5ac66f88d7d49" (this is not a legitimate hash). There are no controls on how this hash can be used so I can litterally walk up to another machine and use that hash to log in as an agent. Surely this hash should be stored and processed more securely?

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Community Debut
5 years ago
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Apprentice
psnmorphiApprentice
posted in Freshservice

Powered by freshservice

Could someone please confirm that this is removed once you subscribe to a plan?Thanks in advance.

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M
Contributor
4 years ago
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Apprentice
rick.lyonsApprentice
posted in Freshservice

End User Guides

Anyone know where I can find end user guides that I can customize and use in the faq/solution section of our help desk?How to create a ticket via email or the portalHow to track ticketsHow to create service catalog requests (found this one)How to track service catalog requestsEtc...? 

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Community Debut
4 years ago
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Apprentice
bennyhoffjApprentice
posted in Freshservice

Contracts: renewal of contract forced to manually approve

Appears to be a bug in the contract module: If you have "Make the 'approver' field as mandatory" unchecked.1: When you create the 1st contract it works fine and contact is auto approved.2: When the contract is up for "renewal" you must manually approve the contract even though the " Make the 'approver' field as mandatory" box is unchecked.

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Community Debut
4 years ago
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Apprentice
corvarApprentice
posted in Freshservice

Company Specific Activation Emails

When using Freshservice in MSP mode, it appears that the activation emails are inconsistently branded.  The activation URL seems to have been set appropriately for the user, but the email address sending the notice was not the appropriate one, and the ticket.department tag seems not to fill at all.

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M
Contributor
4 years ago
J
Apprentice
jebieApprentice
posted in Freshservice

Jotform mails no longer being added as tickets

Hello,Today i changed all of our helpdesk mails from @randomdomain.be to @domain,beThe moment i did this all our Jotform mails that where getting added as tickets before the change, suddenly stopped being added as tickets.Now my question is how do i fix this?I tried forwarding the mails i get from jotform back to our support email but nothing happens, when i forward it to my personal work email and forward it then again to our support email, it then creates the ticket.anybody able to help me with this or had a similar problem?

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Community Debut
4 years ago
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Contributor
michal.miszczukContributor
posted in Freshservice

New tickets out of responses

 Few times per day we receive new tickets which are created out of response to already existing ticket. We have to merge those with their original sources. The issue lays within HTML tags, what we have discovered in a following way: 1.       We use two kinds of Mail accounts – Exchange (Outlook) and MDX 2.       We supposed that new tickets are created from responses sent by MDX accounts 3.       We have created a ticket 4.       Two responses were send and both were saved correctly within one ticket record 5.       We have changed one option in settings of a mailbox -> Compose settings, where we disabled option "HTML Compose". 6.       Two another responses were sent -> new tickets were created. DDoes anyone have any idea how to solve this?

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Community Debut
5 years ago
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Apprentice
g.williamsApprentice
posted in Freshservice

Setting Incident priority to Medium as default

I am pulling my hair out trying to work out how to set the default incident priority to Medium. Support have told me to create a workflow to change it at creation but by doing this is sets all newly raised incidents to Medium regardless of what the agent sets or what rules you put in place. I am not sure if this is a bug or by design by its incredibly frustrating.Has anyone been able to overcome this?

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Community Debut
4 years ago
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Apprentice
g.williamsApprentice
posted in Freshservice

Disabling TLS 1.0 or RC4 ciphers breaks the IMAP connector

We have disabled the TLS 1.0 and have found that IMAP is not unusable. Is anyone else having the same issue or have a solution?

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Community Debut
4 years ago
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Apprentice
knarimaniApprentice
posted in Freshservice

Difference between the Freshservice Discovery Agent and the Freshservice Discovery Probe

Hi, I don't understand what's the real difference and the best uses for each of those two utilities, can someone explain me?Thanks

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M
Contributor
5 years ago
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Apprentice
paul.rowanApprentice
posted in Freshservice

Automation question

Good afternoon,I was wondering if it was possible to receive an email stating that a ticket was due a response if a technician hadn't responded within a set period? Also is this also possible if a ticket is due an update?Kind regardsPaul

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Community Debut
4 years ago
R
Apprentice
rickoberholzerApprentice
posted in Freshservice

Activation E-mail

How do I re-send an activation e-mail or do I need to reset the requester's password.Thank you

1
M
Contributor
4 years ago
T
Contributor
ttubbsContributor
posted in Freshservice

Display Year on Warranty Expiry Date for Assets

When reviewing the warranty expiration date on an asset, the year is not displayed.Please display the Year to this date field.

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Community Debut
4 years ago
K
Apprentice
khaiApprentice
posted in Freshservice

Workflow automator not working for change and release management?

Hi all,I'm testing out freshservice and seems to be finding issue with the built-in default workflow automator for release management. There is one workflow in there that will close all changes when an associated release has been completed.I've done that, set the status of a release to completed but the associated changes are still open? and yes, i've confirmed that the workflow is active but it's still not being applied to a valid workflow. Please advise.Thanks 

1
R
Contributor
4 years ago
C
Apprentice
chris.cundyApprentice
posted in Freshservice

Ability to change menu hover text color CSS?

Is it possible to change the menu bar a-link:hover color to white rather than black (as pictured below) ?I have tried adding the below to CSS file but this doesn't change the template.a:hover, a-link:hover {color: #fff;}

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Community Debut
4 years ago

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