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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.

  • 1,793 Topics
  • 5,164 Replies

1793 Topics

E
Contributor
ErikAlmSynerityContributor
asked in Freshservice

Create/add change from an incident

Hi,I got word from the advanced enablement training that it should be possible in some way to add a change to an incident. I take this should be the same way as associating the change like you do it in the agent portal. I was referred to https://api.freshservice.com/v2/#changes in order to find the supported way to do this. But it escapes me what method I’m supposed to be using.It would be great just to be able to add an existing incident to an existing change. Though my end goal would be to create a new change from a RFC via an Freshservice workflow automation via a webhook.Would be great if some light could be shead on this.Thanks!

1
sanofar.allahpichai
Community Debut
1 year ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Contacting the servicedesk

Our servicedesk is running off emails and phone calls. We also receive a lot of Non IT queries ( Actually it’s our highest category each month!) .We are working on a self service portal which will include solutions and guides which should help reduce the number of emails. Just curious what other servicedesk teams are currently using as their support contact? 

0
mark.uther
Apprentice
2 years ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Dashboarding

We are looking at setting up a dashboard on a big tv so our team and others can see our workload.Curious if other servicedesk teams are already doing it and have they found it helpful. 

0
mark.uther
Apprentice
2 years ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Moving other departments to Fersahservice

Good MorningWe are looking at having other departments outside of IT start to use Freshservice  to capture their support requests.I was wondering if others have done the same as do you have everyone on the same Freshservice tenant or under different ones?Do you use a portal or one email address so just rules for multiple email address? 

1
Jim Dumay
Apprentice
2 years ago
J
Apprentice
JonathanHoejtoftApprentice
asked in Freshservice

Admin Api key

Hi Freshservice.If you are using the API in a custom app and getting the API key from a configuration/setting. (The settings/configuration is set when you install the app.)Is it possible to get it from the user object instead?Ex:client.data.get("loggedInUser")Lets say you use the custom app from another agent which should not have access to the Admin API key.Is it possible to retrieve the API key based on the user that is logged in, so Admin Api key is not exposed to lower levels of user roles.Users without the admin role can't access custom apps which means they can't configure their own API key in the app either.Is there a solution to this?Best regardsJonathan.

1
zachary.king
Skilled Expert
1 year ago
T
Apprentice
tdenisonApprentice
asked in Freshservice

Tracking subscription payments

We have a number of services that we pay monthly.  Are you using FreshService to track these?  If so, are you using POs or Contracts?  I also cannot find reporting that will show me costs over a period of time.  Thanks for any tips!

1
V
Community Debut
1 year ago
S
Apprentice
SeviRynnApprentice
asked in Freshservice

Asset Audit Automation Workflow

I’m the Asset Manager of my organization and I’m looking at automations to change asset states and flag users if their laptop hasn’t checked in after a certain period of time. I don’t see a way to add last audit date as a condition ie: last audit date is greater than 30 days. Is there something I’m missing or is this a feature that’s not available yet? 

1
sanofar.allahpichai
Community Debut
2 years ago
Dj Mạnh Remix
Apprentice
Dj Mạnh RemixApprentice
posted in Freshservice

here

What's the best method to change the "Enter your search term here.." to something else? I'm assuming it's somewhere under the portal pages code, but I can't find it. Can someone point me in the right direction? :)    

1
zachary.king
Skilled Expert
1 year ago
BT Aviation
Apprentice
BT AviationApprentice
asked in Freshservice

Adding a banner on our app login page (not portal)

I would like to add a downtime banner notification on our app login page (not portal). I have read I can do that on portal page, but I want it to show on OUR app login page. Can that be done?

1
rajagopal.baladhandayutham
2 years ago
S
Apprentice
stoff75Apprentice
asked in Freshservice

Updating Assets using Powershell

Hello,I’m trying to bulk update assets in our Freshservice with "warranty_expiry_date" from HP and hitting two main problems. One of them is specific to powershell, the second is quite general regarding how asset properties are structured. Hoping someone can help?1) When checking the documentation for updating assets, in the sample code the properties in the "type_fields" section has the suffix "_25", like "product_25". Where does the "_25" come from? What’s that ID doing there? It doesn’t seem to be the ID of the asset and I can’t find any information where it comes from? When checking my own environment I have "_26000456017" and not "_25". But how can I programatically know what to have there when updating the asset if I don’t know what it’s supposed to be? Or is it the ID of the Freshservice instance, in which case it should be the same for all assets (which it appears to be)2) When doing this using powershell I'm getting "415 - Unsupported media type" which is the general error for

5
alidacalliope
Community Debut
6 months ago
J
Apprentice
jpgallandApprentice
asked in Freshservice

Portal Customization

Hello,I would like to customize the portal by filtering the cards according to the user, the membership of a group, etc.I only know how to do it by hiding the cards with this script:<script>   CARDS = CARDS.filter (function (item) {    return item.url! = '/ support / approvals / pending' && item.url! = '/ support / catalog / items'   });</script>Thank you for your help.Regards,

0
J
Apprentice
2 years ago
J
Contributor
JoeSuarezContributor
asked in Freshservice

Send Email functionality in Workflow Automator Action

When raising a service request, In the Automator Action bit we can send an email (Send Email to). I need to send an informational email to specific contacts (not agents) containing the details of the Service Request . I would like to include the details from the Service Request in to the email body that is being sent out via automator. I can add ticket information in the Condition bit of Automator, but how can I add it to an action?

1
coveyco
Community Debut
2 years ago
D
Contributor
damian.lofthouseContributor
asked in Freshservice

Analytics Report grouping by Multi Dropdown

I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.

2
KP_Scantek
Community Debut
6 months ago
I
Contributor
idonnaContributor
asked in Freshservice

Canned Responses in Workflows

We’ve incorporated our checklists in Canned Responses (because we have extensive and need checklists). Is there a way to automatically add a Canned Response in a ticket? I tried to do this in a workflow but canned responses don’t seem to be an option.

0
I
Contributor
2 years ago
Gerri3d
Apprentice
Gerri3dApprentice
asked in Freshservice

Office 365 Server - Tickets change the read status at outlook

Some employes still works on the outllok client.Is it possible that emails which are received and converted to tickets are still marked as not readed? 

0
Gerri3d
Apprentice
2 years ago
mark.uther
Apprentice
mark.utherApprentice
posted in Freshservice

Chatbot usage

Good Afternoon Just wondering if there are any users of FreshService that have used the chatbot as a support feature and how has the experience and  feedback been?

3
manns
Skilled Expert
1 year ago
A
Apprentice
amclaughlinApprentice
asked in Freshservice

Gathering Data from end user

We are looking for a way to add a questionnaire form to a ticket that the end user can fill out based on the issue they are having.  This is to help us save time of going back and forth with an end user to try and get all the basic information we need like who, what, where, how, etc…Also, looking to have it where our technicians can attach or add it to an existing ticket as needed.Any suggestions on how to do this?  I was looking at the custom forms, but that seems to only have you modify the base ticket form, and we are looking more for a add on or question form they can fill out that will add the information to a ticket.

3
guriakhan
Community Debut
2 years ago
verkerkb
Apprentice
verkerkbApprentice
asked in Freshservice

Video upload into French desk instead of embedding

Is there a possibility to add a video in article instead embedding the video ?

1
sanofar.allahpichai
Community Debut
1 year ago
P
Skilled Expert
patricksawyerSkilled Expert
asked in Freshservice

Supervisor to modify custom field & Workflow that triggers off that change - It's not working, and looking for suggestions

I have a supervisor that will modify a custom ticket field.  I also have a workflow that is setup to trigger based on this supervisor.  So when the supervisor changes this field the workflow then gets triggered.  The workflow does not seem to get triggered by the supervisor’s change.

3
P
Skilled Expert
2 years ago
T
Apprentice
Thomas CroonenApprentice
asked in Freshservice

Add photo to assets

I was hoping to add photos to my assets, but I can’t seem to find a way to do this.  I don’t want to hide the photo in an attachement, but have it be more like a profile photo.What am I missing?

1
sanofar.allahpichai
Community Debut
2 years ago
bfhytd
Apprentice
bfhytdApprentice
posted in Freshservice

issues where they lose their resolution project

any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t

1
sanofar.allahpichai
Community Debut
1 year ago
J
Apprentice
jjcxvApprentice
asked in Freshservice

Widget setup help please!

Hi there, first time poster so please be kind!I am looking to setup widgets for each of my Agents which shows the amount of tickets (and percentage as a whole) the have closed in the last 30 days, the average time taken to close tickets, and any SLA breaches they may have incurred.  Any help will be much appreciated. Thanks!

1
lindsey.chegwidden
Apprentice
2 years ago
rishidhar
Apprentice
rishidharApprentice
asked in Freshservice

Webhook re-try behaviour

Is there a documented behavior for webhooks if the endpoint that is called returns a unsuccessful 500 status code? Is there built-in re-try functionality?

1
sanofar.allahpichai
Community Debut
2 years ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

Background color / image - Self Service Portal

Good day, how to change the top background image in Self Service Portal? I mean in my example the purple colored background.Thank you very much for your help.  

1
checho79
Community Debut
2 years ago
cyeslyn
Apprentice
cyeslynApprentice
asked in Freshservice

Removing a location label under asset management

Hello,We have realized that we no longer need a child location for asset location. I have relabeled all of the assets with the correct parent location. I have checked over 10 times by creating reports to see if there are any assets reflecting the old location, and the report reflects that none of the assets have the old location label.How can I go about removing the unwanted location label? Thank you in advance for any help you can provide. 

1
M
Contributor
2 years ago

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