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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.

  • 1,786 Topics
  • 5,145 Replies

1786 Topics

raulrmacias1952
Contributor
raulrmacias1952Contributor
asked in Freshservice

How to customize some fields in FreshService

Is there a way to modify some fields, i.e. if I need to change Urenecy to these 4 categories (low, medium, high, critical) how do I proceed

4
raulrmacias1952
Contributor
1 year ago
N
Apprentice
NeerajkApprentice
asked in Freshservice

How to show Planned released date in customer portal for Service Request/incident

Hello All,  Is there any way we can show to the planned released date for requested feature to the requestor in Portal ? thanks in advance. Neeraj    

1
zachary.king
Skilled Expert
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Service Item - Editing the info of a created SR

Hello Team,Just want to ask if i could edit a requested item info? i noticed there is a edit button, but once i clicked on it, this message will apper ( No Fields to edit here)is there a way to enable the edting of the fields on that service item?

7
raymondcanilao
Skilled Expert
1 year ago
R
Contributor
rce_waContributor
asked in Freshservice

Default View in Changes - Lacking Customization options

I’m using Fresh Service and I’ve noticed some behaviors in the Changes area that’s causing me problems.  The default view, “New & My Open Changes” has the filter of agents = “me” or “unassigned”, created in the last 6 months and a status of “Open”.  The problem is that when people come into the Changes area no records are found in this default view because in our environment changes do not stay in the status of “open” very long, but people think of “open” as any change that is not closed.  I would like the ability to add statues to this default view but I can’t.  I can’t change the default view that people land on.  Has anyone else struggled with this behavior and how have you found a solution for it?  Thanks!

2
R
Contributor
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What one thing, ITSM-wise, are you struggling to find freely-available help on?

There’s a lot of helpful stuff freely available out there but I appreciate that, especially when quality is brought in, not everything that’s needed can be found.So, which topics do you still need help with? Please let me and others know as a response to this post. Thanks :)

0
manns
Skilled Expert
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Where do you get ITSM "best practice" help from?

While communities such as this are great for getting advice on how to do technical things with Freshworks products, what about when you want “operational” guidance on something like the structure of a priority matrix or what a suitable first-contact resolution (FCR) target would be?Would you ask for help here too or would you seek advice from elsewhere? If so, where else would you look? Please let me know and share your helpful sources as a response. Thanks :)

1
keefe.andrews
Skilled Expert
1 year ago
J
Apprentice
jhambachApprentice
posted in Freshservice

Customize Portal Icons

How do I customize these icons/images to show custom images of my choosing? I've seen a couple threads about this but no solid answers on how to do it. Thanks in advance.

4
UmairSimmons
Community Debut
1 year ago
marcgeffraysade
Apprentice
marcgeffraysadeApprentice
asked in Freshservice

403 error with freshservice app

Hi, I try to connect my freshservice app on my samsung pad with my google account but it’s not working anymore. i have a 403 error i think there is a problem with google device policy. 

1
mmccoy
Skilled Expert
1 year ago
N
Apprentice
NWhitingApprentice
asked in Freshservice

Response SLA

We are currently using an automated email system set up so that when a technician assigns a ticket to themselves, it emails the requester a canned response saying that the ticket has been assigned. Is there any way that I can have FreshService register this as a response for the purposes of the “response SLA”?

3
mmccoy
Skilled Expert
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

How do you measure IT self-service success?

So you’ve implemented an IT self-service portal but how well is it doing?These stats from a recent survey with Freshworks show that:18% of organizations don’t measure IT self-service portal usage     41% of organizations use quantitative measures such as usage volumes     21% of organizations use immediate qualitative measures such as employee feedback on transactions     18% of organizations use periodical qualitative measures such as generic employee feedbackI’ve never seen a definitive set of self-service performance measures but I do know that the measurement of the related employee experience in lost productivity terms is a real eyeopener (the headline is that employees lose far more productivity helping themselves than calling the IT service desk).So, what are you using to measure your self-service success (and to drive improvements)? Please share this as a response to help others. 

0
manns
Skilled Expert
1 year ago
C
Apprentice
cldr-jhartmannApprentice
asked in Freshservice

Okta Orchestration - Iterating through a multi-select drop-down

We have a use case where we want to add 2 or more people to an Okta group based on a field in the service request.  Is there a way to iterate through more than one name in a multi-select field?

1
C
Apprentice
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

End-user (or employee) experience success stories

I’m just writing something on end-user/employee experience and - as an aside - I wondered if Community members have any interesting success stories to share with others that will help them to also improve things in their organizations.Please drop your helpful suggestions in as a response. Thanks.

0
manns
Skilled Expert
1 year ago
H
Apprentice
HugoExceptOnFireApprentice
asked in Freshservice

FreshService Discovery Probe Permissions

Hi,Has anyone found a way of restricting permissions for the Discovery Probe to access WMI resources on Windows Machines in the IP Scope without assigning full local administrator access?I tried this guide but couldn’t find a working combination.

1
W
Community Debut
1 year ago
ramsundar.radhakrishnan
Skilled Expert
ramsundar.radhakrishnanSkilled Expert
posted in Freshservice

Workflow Of the Week - Session 4 - Drive Visibility to Changes by creating events on a shared Google Calendar

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks.In this session, we're using the Google Calendar orchestration app to showcase how we can create Change events in a shared calendar.  Useful resources: → Google Calendar Orch app Installation Guide → Liquid Filters and Placeholders To view other posts in the series, head here  #WorkflowoftheWeek 

0
asad12
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Edit Note

Hello Team,I’m having problem on the ticket note feature, some of the agents not seeing the notes even if they are copied or directly sent to them. I’m thinking because the agent is not part of the group? is there a way to edit notes? I’m seeing this option in the admin role setupI’m note sure if this will enable editing or just the viewing?

6
mmccoy
Skilled Expert
1 year ago
A
Apprentice
adrian.scoyneApprentice
asked in Freshservice

How do you delete reports?

How do you delete reports in Freshservice?  I can’t find the button to delete a report.

3
mmccoy
Skilled Expert
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Icon per Ticket?

Hello Team, Just want to ask what are these? and its functions? Is these customizable? 

3
mmccoy
Skilled Expert
1 year ago
A
Apprentice
aassadiApprentice
asked in Freshservice

System Access Child Tickets in Parent Form

Hello,I have created a system access request form for our organization. In the request item, I have several child tickets linked, each of which are a specific application/site. A different individual fulfills the access requirements for each child ticket.A manager opens the system access request form, then selects the application child tickets that they want to grant access for their employee.I would like to know how to configure the workflow automator to send a copy of the child ticket via e-mail to the appropriate approver for each individual application. For instance, if child ticket 1 is selected, it e-mails John Smith the ticket URL so that he can fulfill the request. If child ticket 2 is selected, it e-mails Mary. If 1 and 2 are selected, it e-mails the corresponding ticket to both John and Mary.

1
mmccoy
Skilled Expert
1 year ago
AA123
Apprentice
AA123Apprentice
asked in Freshservice

Freshservice Discovery Probe

Hi  We currently have the agent installed but sometimes agent doesn't get put on in the build process will the discovery probe pick that machine up and also machines that have been inactive? 

1
mmccoy
Skilled Expert
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Tips for Better IT Service Desk and ITSM Metrics

Many IT organizations still struggle with performance measurement, particularly when their formal metrics don’t match business perceptions of IT. To help, here are a handful of IT metric improvement tips:Be clear on the purpose of your metrics - ensure that you use metrics for productive reasons, such as driving improvement Avoid having too many metrics - use only the metrics you need and report on only what’s important to stakeholders Measure what’s important AND in the right places, so this would be at end-user touchpoints in many instances Take your IT metrics beyond your IT operations - instead, align the metrics with desired business outcomes Understand the context of metrics and how different metrics are related - also ensure that you understand the behavioral aspects of the employed metrics, i.e. where the metrics drive the right and wrong behaviors in people What’s important today might not be next year - so periodically review your metrics, changing metrics and/or targets as a

0
manns
Skilled Expert
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Service Request - Description

Hello,I’m new to Freshservice. I just want to ask if where can maintain the Sub-category and Item for SR?  I'm having this kind of ticket view for all SR tickets. Also, I noticed when I point it to subject field, it will show - this ticket has no description. Is this the description system is referring to?Note : All my SR has description since its a required field. so i wonder what is this thing.

4
mmccoy
Skilled Expert
1 year ago
E
Apprentice
em_camApprentice
asked in Freshservice

Using fields from the onboarding module in workflow 'Send Email To'

Hi, I am trying to automate the onboarding process via Workflow Automator for tickets.My OnBoarding process creates a ticket with several custom fields. One of these fields is ‘Employee Private Email’ (text field).The idea is to send an email to the new employee (value taken from the ‘Employee Private Email’ custom field) asking some questions. The reply will be added to the ticket as a comment. I am not able to add custom fields from the OnBoarding module, at least not in the ‘Send Email To’.. I can use custom fields on the onboarding module in the Subject, but not in the ‘To’ address. Any ideas how to get this to work? Thanks,Eyal

2
E
Apprentice
1 year ago
D
Apprentice
Davey BApprentice
asked in Freshservice

How do I Bulk Associate Incidents with an Existing Problem

Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue. In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it. If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option. I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either. Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it? Thanks, David.

2
C
Contributor
1 year ago
P
Apprentice
peter.williamsApprentice
asked in Freshservice

Linking solutions to tickets

Is there a way to be able to link solutions to tickets (incidents or service requests)?I know you can send the user the solution from within the ticket, but it doesn’t tie the ticket to the actual solution. If this was possible then it can demonstrate or validate the solution, report on how many times the solution had been used in ticket resolution etc. I see you can link solutions to problems, but is that the only way?

2
kcbates
Skilled Expert
1 year ago
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in Freshservice

Check for multiple conditions and perform action without ending workflow

Thanks in advance in assisting me. Goal: Check for multiple conditions and perform action for each without ending the workflowExample: A requester asks for access to Domain A & Domain CPlease see attached image of workflow. How do I create a workflow that checks for conditions and completes actions simultaneously to other conditions and actions? I feel like the only way to achieve this would be to copy the domain B, C, & D workflows under both the rejected AND approved paths in Domain A, Domain B would include the workflows of C & D, Domain C would have Domain D and D would not have any others as it is the last condition to be checked. There has to be a better way. Save my brain. ;)

3
mmccoy
Skilled Expert
1 year ago

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