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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.

  • 1,802 Topics
  • 5,184 Replies

1802 Topics

P
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.

1
G
Contributor
4 years ago
P
Contributor
phodgkinsonContributor
posted in Freshservice

This is what's wrong with FreshService...

I was looking for an answer (or a work around) for a shortcoming with time tracking and came across this gem:When asked if it was possible to make time tracking mandatory, this was the response:----Sathyanarain Muralidharansaid 4 years ago This is there in the roadmap. But right now time tracking for tickets is only optional. Thanks.----What in the world must that roadmap look like if 4 years later this has still not been implemented!! I don't mind missing some features or the odd bug, but at the rate of development with this project I'll most likely be retired from the biz before we see the features we need and want. 

2
sanofar.allahpichai
Community Debut
3 years ago
S
Contributor
steveo3140Contributor
asked in Freshservice

Best way to add two levels of No response Breach

I am trying to figure out what is the best way to handle this procedure. First I want to be able to send a custom email immediately when first response is breached to Agent “A”. Second I want to be able to a second custom email 1 hour after first response is breached to Agent “B”. I’ve looked around and cant figure out what the best combination of SLA and Supervisor rules should be used to accomplish this. Thanks!

2
zachary.king
Skilled Expert
10 months ago
I
Contributor
idonnaContributor
posted in Freshservice

How to show updated field(s) data in an existing request?

Greetings everyone.I'm looking for a way for requesters to update an existing service request and for agents to see updated information on an existing open request form after changes are made by the requester.A requester opens a service request which contains about 15 fields (dropdown, text fields, check boxes). Initially, they may not have all the information to complete each field. After submitting the form, I'd like to have a way for the assigned group/agent to see any new changes/edits that the requester makes after the original submission. Any ideas?Or is there a better approach than the scenario above?Thank you for any ideas.

2
I
Contributor
3 years ago
HeatherM14
Apprentice
HeatherM14Apprentice
asked in Freshservice

Agent Group Business Rule issue

Does anyone have any suggestions or example business rules they would be willing to share around setting viewable groups based on logged in Agent groups? We have several agent groups and there is a lot of cross team visibility as observers. This seems to be impacting our business rules around setting viewable groups. We have a lot of different departments using Freshservice and don’t currently have Workspaces enabled (but hopefully soon). For example, the Finance groups don’t necessarily need to have the Agent groups for other technology teams showing so we have business rules limiting the groups they see.  Thank you!

3
zachary.king
Skilled Expert
1 month ago
J
Contributor
jeffiContributor
posted in Freshservice

Report on Reopened tickets

I can see in the "Helpdesk At A Glance" report that it shows the number of reopened tickets but I am curious if there is a way I can see which tickets specifically were reopened? This would be hugely beneficial to us.

3
T
Community Debut
4 years ago
D
Apprentice
deadofknight83Apprentice
posted in Freshservice

Error: Attaching File to FreshService Ticket

X-Request-ID = 85ede6e5-3960-4cba-a2f1-182369bba9bcI'm getting an error messageRest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {"code":"internal_error","message":"We're sorry, but something went wrong."}when trying to create a ticket with an attachment. Can you give any feedback?   

0
D
Apprentice
2 years ago
S
Top Contributor
Stefan.RollTop Contributor
asked in Freshservice

Reader Fields are not included in "create & associate projekt Task" Workflow Automator

Hi there,i have created a custom object with 2 fields an identifier and an url,In my Workflow Automater i use the reader to identify the entry and write it to a ticket note in the Freshservice Ticket.This works like expected!But if i use the same to create a project Task, the reader field values are not included in the description for the project task.Also i missing the functionality to format the task description.Can someone explain this or is this missing for creating project tasks?Thanks,Stefan  

2
zachary.king
Skilled Expert
11 months ago
N
Apprentice
NathaKerApprentice
asked in Freshservice

Sync note in child ticket to parent ticket

I’ve been trying to construct a workflow where a note in the child ticket is automatically added to the parent ticket. This workflow no long seems to be working: https://support.freshdesk.com/en/support/solutions/articles/50000001089-automate-parent-child-ticketing-workflowsI can’t find ‘association type’ anywhere and when trying to add an action i can only choose ‘ on this ticket’ or ‘on child tickets’.  Can anyone help me figure this out? 

2
N
Apprentice
2 months ago
E
Apprentice
emilysamApprentice
asked in Freshservice

Freshservice Probe - VB scripts - CheckUserAccount.vbs

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. 

1
rajagopal.baladhandayutham
1 year ago
B
Apprentice
brian.starksApprentice
posted in Freshservice

How do I . . .

Remove the "Add New Requester" link from here:It's not in Portal Customization / Portal Pages / New Ticket.  

4
G
Community Debut
3 years ago
M
Top Contributor
MariamPTop Contributor
asked in Freshservice

sending notifications to external parties

Is there a way to use Canned responses to inform a group of people (who don’t use freshservice) of information they need?for example our payroll team need to know of new starts and doing this within freshsevice would be great.we could setup recipients, the email body (which could be customized) and send it within Freshservice. If not possible in canned responses, is there another way to achieve this?

4
Roxwell
Community Debut
1 month ago
S
Apprentice
snakey8142Apprentice
posted in Freshservice

Customer with own IT (Tickets/Solutions)

Dear Freshservice-UsersActual situation:We have an actual customer with one "manager",who sees all the tickets of his company.We do have a bunch of solutiuons, all of them can be viewed only as an "agent".Problem:We'are facing an actual request from this customer: He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.Questions:a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?b) is there a way to restrict the access to solutions? based on group/company-role as an agent?Thanks in advance and best regardsRalph

2
V
Community Debut
3 years ago
Jnstare
Apprentice
JnstareApprentice
asked in Freshservice

integrate Freshservice with Servicenow through Unifi

HelloI will need to integrate Freshservice with Servicenow through Unifi (sharelogic.com)Does anyone here have any experience setting it up?How did you make it?Is there any APP ready to install in the APPStore?

0
Jnstare
Apprentice
9 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Fall ‘22 Launch: Join the discussion - Service Management outside IT and maximum uptime with ITOM

With Freshservice for Business Teams, you can extend the principles of services management and automation to HR, Finance, Facilities, and more. Watch this snippet from our Fall Launch ‘22 to know more about this.💬 What department are you most excited to extend these service management capabilities to❓ 

370
rashmi.nag
6 months ago
F
Apprentice
Fabrice RDApprentice
asked in Freshservice

Default Translations for Notifications

HiI’ve got freshservice with default Langage FrenchThe default Email notifications are all written in english, do they exist in French Version or should I translate all of them?I noticed some mistake in the app menu or else in french version, how can i fix them? Thanks

3
Daniel Söderlund
Skilled Expert
6 months ago
C
Apprentice
choytApprentice
asked in Freshservice

Azure Devops - Orch add attachment

Hello,I’m trying to add an attachment using the App Node Azure Devops Orch Add attachment but I keep getting an error 403 you are not authorized. Has anyone got this to work? The Create/Get Item works just fine.

3
A
Community Debut
4 months ago
M
Apprentice
Manuel007Apprentice
asked in Freshservice

Freshdesk Knowledge base data erased

Hello all,we have accidentally deleted articles or folders in the knowledge base, is it possible to retrieve them or are they irrevocably gone?

2
B
Top Contributor
2 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Some Handy IT Support Definitions

I stumbled across these earlier and thought they might help those new to IT service management: Level 1 Support/Support Center AnalystThe frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Other titles include service desk analyst, service desk agent, and help desk agent.Level 2 SupportThe technical support professionals who handle tickets that are escalated from Level 1. These professionals require greater technical skills and/or access rights than Level 1 Support. They’re typically technical specialists and may also be responsible for participating in root cause analysis of problems.Level 3 SupportThe technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They’re involved when the tick

2
manns
Skilled Expert
1 year ago
Rino
Apprentice
RinoApprentice
asked in Freshservice

How to add sctipts in freshservice portal

I can’t able to get normal document ID on script. I think in new version, you guys using handlebarjs and emberjs.. How do we customize using script in portal?

2
T
Skilled Expert
9 days ago
J
Skilled Expert
jorn-morten.innselsetSkilled Expert
asked in Freshservice

Create tickets from messages within Microsoft Teams - agent is set as requester

Is anyone else using the Create tickets from messages within Microsoft Teams feature?Our end users love pinging our IT folks directly on Teams instead of submitting tickets - and it would be a massive time saver if we could create tickets on their behalf just with the right-click integration as shown in the article.What we found though is that the form for creating the ticket is pre-populated not with the end user’s email address - but rather the agent’s!  And if wanting to change that to the requester as should be, the email address has to be manually copied/typed into that field. While we thought for certain this must be something wrong with our setup, support told us this is by design.Surely this cannot be the case - can anyone confirm they are seeing this on their end? And if so, how do you cope? :-D 

0
J
Skilled Expert
6 months ago
A
Apprentice
andre.correiaApprentice
posted in Freshservice

Assign different SLAs for requesters groups

So, I want to assign different SLAs for differents requesters groups that are located on differents locations. All my support team are located in one place, and we support differents regions that have specific holydays each one.How can I do this? 

1
sanofar.allahpichai
Community Debut
3 years ago
katyanick
Apprentice
katyanickApprentice
asked in Freshservice

Hi there I questions I need to get answered.

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM.  

1
manns
Skilled Expert
1 year ago
afautley
Skilled Expert
afautleySkilled Expert
asked in Freshservice

Auto update asset departments

We have come across a problem where if someone moves department the assets associated to that person stay in the same department. We update our departments in AAD and then use AAD sync to update our departments in FreshService. When a department gets updated the assets follows the user and therefore the users department should change in the assets as well. I’m hoping this is a bug and not something that got overlooked. Has anyone else come across this problem and what are they doing to remediate it?

0
afautley
Skilled Expert
4 months ago
I
Contributor
iapruzzeseContributor
posted in Freshservice

Due date reverts to today

When working with a ticket we change the due date, save it. Change the ticket status to Pending and click Update the due date and time reverts back to the current date and time.

3
R
Contributor
7 years ago

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