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- 1,806 Topics
- 5,212 Replies
Forwarding emails from a private inbox to your support portal
This does not work. According to Freshservice it's because our forwarded mail does not contain proper or any information in the header of the mail. We have latest MS OS, work in Azure Hybrid environment, MS O 365 ProPlus (E5) License.Anyone else having same problems?
Anyone know how to do an API get request from the iparams page? I keep getting this error when trying to pull in the groups to a dropdown for mapping between two systems.Access to XMLHttpRequest at 'https://domain.freshservice.com/api/v2/ticket_fields' from origin 'https://d3h0owdjgzys62.cloudfront.net' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource.Yes, i have added this to my headers. It works from everywhere but the app.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,
URL Place Holders - Insert Incorrectly, breaks URLs.
When you put URL place holders into URLs it does not generate appropriately.*It use to work OK - something has changed.Step 1. Insert HyperlinkStep 2. Go back and edit the hyperlink you can see that it has added ad additional "http://" Which is wrong because the Ticket URL contains this already + It is HTTPS.I guess you could edit the HTML but we shouldn't have to do this.
BUG: "Requester Responded" flag still set after splitting a ticket
If a requester responds to an old or irrelevant ticket, and you split the reply off using the "Split this as a new Ticket" function, the "Requester Responded" flag is still set.Steps to reproduce:1. Have a user open a ticket2. Have the user respond to the ticket with a new problem. (This new problem should be a new ticket, but the user didn't follow protocol and updated an existing ticket rather than submitting a new one.)3. Click the "Split this as a new Ticket" button on the irrelevant response. This will remove the irrelevant response and put it into a new ticket.4. The "Requester Responded" flag will still be set on the original ticket, even though the response has been removed.
Pasting a link into the WYSIWYG editor breaks the content in the change requests
I have an ongoing issue with the Freshservice WYWIWYG editor, where pasting a link and saving the field contents in the change requests breaks the content.Create new CR in Chrome on macOS High SierraEdit rollout planCopy a website link from a Chrome location field using Command + CPaste the link into the editor field with Command + VClick Update to save field contentsThe link and all content after it is lostThe workaround is to paste content using Command + Shift + V or edit the content outside the WYWIWYG editor.Looking at the editor source code, it seems to be based on Redactor released in 2012.
Solutions articles stale report
Does anyone know of any reporting feature within FreshService that can track the length of time between revisions to Solutions articles? In order to maintain the best knowledge base possible, it would be helpful to see which articles have been posted for, say, six-months, without any type of revision.
Incident vs Request Category
I've been over and over the topics and can't find what I need. We are forcing incident category when closing a ticket, the problem we are having is when a service request is placed the system is also forcing categories for these. Is there a way to separate the categories between the two so my techs are not choosing the wrong category? If not, how is everyone handling this process? I've tried several ways to handle this but am not happy with the way it's set now. Do you list both request and incident categories under the same item?
I am new to Freshservice. I am trying to import an excel file into Freshservice. I have created the file and created an asset form to match the spreadsheet. My issue is that I am trying to use my own categories and not the categories that Freshservice is having me use. I don't need a few of them. Is there a way to set it up, without using the default categories. I do not need all of them.Thank you,
Monitoring solution articles
Does anyone know if we have the ability to monitor the effectiveness of the solution articles based on the thumbs up and thumbs down feature? The only way I can find to check out the stats on if the user finds the article helpful is to manually click through the solution article folders.-Sal
email notifications to customers not working
Anyone help, so a customer raisies a ticket and recieves notfication of such from freshservice, after that, any reply too or from the customer is not recieved through an email notification. the ticket is being updated but no one is recieveing notification !! i have tried freshservice support they ony seem to work part time !!! useless !!!! anyone else help ? thanks
Condition for "due by" attribute
Hi,I am trying to create an automator to email periodically when an urgent ticket has less than 24 hours until it is due to be resolved.However, I cannot seem to figure this out or find how to add the "due by" condition during the creation of this automation.Can anyone help? Thanks
Auto Assignment and Tickets created outside Business Hours
We're currently using automatic ticket assignment (Round Robin) with an Agent Group. Our Support Team is only available for 18 hours of the day. When agents are done at the end of their shift, they turn off Auto Assignment to ensure they are not assigned tickets outside of their shift.Some customers will create tickets outside of Business Hours. Since no agent has auto assignment enabled during these overnight hours, these tickets are not assigned to anyone.While we can request that agents that are on the morning shift to check the Unassigned view for any tickets that came in overnight, I'm wondering if anyone else had suggestions on how they handle this particular situation.In an ideal world, Freshservice would look for any unassigned tickets and distribute them bit by bit once agents start becoming available (by enabling Auto Assignment).
Random ADFS SAML Issues
Over the past few weeks we have had random SAML single-sign on issues. All of a sudden users will be redirected to the xxxx.freshservice.com/login/normal screen instead of their portal. In order to login they need to use their FreshService credentials instead of their AD credentials. We are not seeing anything in our logs and the problem will resolve itself shortly after the problem appears.Has anyone else been having issues?
Ticket will not generate if there are duplicate tags; case-sensitive tags considered seperate tags
Hello,Due to the way our FreshService is set up, the tags are, for some reason, case-sensitive - so "PDF" will register differently from "pdf", and "Internet Explorer" is different from "internet explorer".When I attempt to create a ticket with tags with the same spelling, but with different capitalization (in my case, attempting to generate a ticket with both 'pdf' and 'PDF' as a tag), upon clicking 'Create', all fields will be reset (save the tags) and I will be unable to send another ticket, even if I fill out each field one more time.Of course, submitting a ticket without repeat tags works fine.Is this an issue with us, or is it something in FreshService itself?Thanks for any help,Jurell Palo
Bullets in Bulleted Lists in Ticket Details don't display
When using the Bulleted List element in an Email or Note in any type of ticket in Freshservice, the bullets don't appear in either the editor or the saved Email/Note.Looking over the styling of an unordered list (UL), I noticed that both the UL and OL elements are told to not have any kind of list style.When using a Bulleted List, seeing the Bullets is expected behavior (as far as I'm aware).I have attached a screenshot of a Note I added to a ticket, the HTML outputted, and the styling applied to the element.
Placeholder "approval.ul" and approval.portal_url does not return value
Hi,In workflow automator by action > send email to group, used placeholder approval.url does not return value.Workflow is executed and is correct. Email is received by group members, other placeholders work fine (subject, ticketID,...) approval.url NOT.Approval mail received by agent.Approval requested and seen in ticketAgent which has to approve is in the same group as in workflow action.RegardsPeter
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