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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.

  • 1,806 Topics
  • 5,212 Replies

1806 Topics

manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

Taking advantage of the summer?

If you work in a country where it’s now considered “the summer” and many people are on vacation, it might provide you with a bit of breathing room to look to improve your IT service desk operations. Do you have anything planned or in flight and do you need help? Please let me and other Community members know (by way of a response) to see if we can collectively help (plus to inspire others). Thanks.

0
manns
Skilled Expert
1 year ago
T
Top Contributor
tony.sTop Contributor
asked in Freshservice

Don't include previous notes in Mail conversation

Hey,we use the ticket system in the following way:User has a problem → reports problem to local admin → local admin tries to resolve the problem by themselves → if local admin can’t resolve the problem they create a ticket The local admins can put the user as CC in the ticket. We would like to have the user then receive the agents answers so they know when the problem is resolved.We don’t want the users to see the public notes that are written in the ticket (they don’t have a requesters account) because we use the notes as a communication tool to communicate with the local admins.  The problem is that every answer sent from within the ticket also includes the previous answers and notes from the ticket. Is there a way to disable this behaviour and don’t include the notes? 

0
T
Top Contributor
5 months ago
B
Apprentice
bfishApprentice
asked in Freshservice

Detailed Freshservice Plan Comparison?

Is there a more detailed list of plan features than the Freshservice pricing page?  For example, custom objects are only available in the Pro and Enterprise plans.  Support has also told me that the Slack Servicebot is only available for Pro and Enterprise users (despite what the documentation says).  I know that I have run into “you need to be on a higher plan” many times, but I didn’t keep a list.  Now I am trying to justify my org upgrading, and it would be helpful to know what we will get access to beyond some modules that we may or may not be interested in using.

1
rashmi.nag
7 months ago
K
Apprentice
ksuper18Apprentice
asked in Freshservice

Hide Service Catalog Descriptions

Is there a way to hide the description of a service catalog item once it is submitted as an SR? I realize as an agent you can hide it manually inside the SR, but can we not have it show up there at all?

1
zachary.king
Skilled Expert
2 months ago
F
Apprentice
frnateApprentice
asked in Freshservice

Freshservice Analytics - Time entries

Is there a way to use analytics to determine the amount of time our agents have spent assisting each department?  I don’t really see a metric for time entries, and the other time based metrics don’t quite seem to provide what I’m looking for.

4
R
15 days ago
H
Contributor
hsavardContributor
asked in Freshservice

Scheduler creates multiple instances of the same task

Hello,Since the last update we’ve been having issues with the scheduler. It’s creating multiple instances of the same task when it’s only programmed to do once.  Has anyone been faced with this yet ? 

4
H
Contributor
5 months ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Division Field in Freshservice

Hi Team, Just curious if this is possible. so we have created Division field under forms for Incident Tickets.is it possible to have this shared across Problem, Change and Release as well? or do i need to create separate division field per module?

4
raja.pavankumar
Contributor
5 months ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Search Field on Community Page Doesn't Work?

Is it me, or does the search function in the forums not do anything when you hit enter?  I’ve tried in Chrome and Edge.

5
alyssia.correa
3 months ago
Issam.ben.khelifa
Apprentice
Issam.ben.khelifaApprentice
asked in Freshservice

Adding views in self service Portal

Hi All,Is it possible to customize the tickets view on Self Service Portal ?I need to add specific views for Incidents et Service Request with specific filter.ThanksIssam

3
A
Community Debut
4 months ago
E
Apprentice
ellietechApprentice
asked in Freshservice

Agent Notification Customization

Is it possible to have the new ticket notification both email/in Freshservice go only to a few agents in the group vs. all the agents in a group? 

1
eeha0120
Skilled Expert
3 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Advanced ITSM?

I’m not one for new terms as I think that they’re often marketing led rather than need led. For example, I remember Hybrid ITSM and Social IT a decade+ ago.However, when the ITSM.tools 2022 required-content poll was topped by “ITSM advanced” it got me thinking, and I haven’t stopped, about what this actually meant (as it started as the next step to “ITSM basics.”In many ways, this can be viewed as covering many of the ITSM trends that help to make IT service delivery and support capabilities better aligned with business needs. As well as highlighting the need to evolve ITSM.What would you call how you think your organization’s ITSM capabilities need to evolve? People were talking about Modern ITSM for a while but that didn’t seem to work.

0
manns
Skilled Expert
7 months ago
G
Top Contributor
GeraldTop Contributor
asked in Freshservice

Missing operand expression builder trying to pull start date

Hello,I am using the Employee Onboarding Module. In my workflow automator, I am trying to pull that start date and set 48 hours before it as the date the ticket is due. I was told by Freshservice that I need to use expression builder as so:I have tried with _iso and without. I asked how that was an expression, and was told they’d submit a ticket for me and that should work.I tried date(“{{ticket.onboarding_request.actor_1.cf_date_of_joining_iso}}”) and that didn’t work either.

4
G
Top Contributor
10 days 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
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Freshservice

Blank Error Box When Viewing Execution Log Error

Any idea why I am getting this blank box with a spinning wheel when I try to view the error message in the execution logs for a Workflow Automator?I was able to view it a couple days ago, but now it’s always blank. I’ve tried different browsers, computers and networks. 

1
michaelmartel
Skilled Expert
5 months ago
E
Contributor
ErikAlmSynerityContributor
asked in Freshservice

Hide field values based on ticket type

Hi,I’m trying to fulfill below story:“Hide "Pending Approval" from Incident tickets as they only are used in Service Request tickets”Business rules for forms cannot help with this since the type field is not exposed in the conditions.Is th only way to add a custom field to a ticket and perform a get (Web Request > JSON Parser) against the ticket on creation (WFA) and then update this in order be able to condition based on it? 

1
E
Contributor
6 months ago
V
Apprentice
VinothMuthuApprentice
asked in Freshservice

how to generate report / view of incidents which does not include child tickets

Hi guys, I find difficulty to generate a report of Tickets created a period of time. but no Child tickets should include.Situation:I am having a integration which triggers numerous tickets every day so I used to merge multiple tickets with certain Parent Ticket, at the end of the month, while taking the report i could only get all the tickets created, but my intention is to exclude all child tickets.can some help here! 

1
BrynCYDEF
Skilled Expert
7 months ago
R
Apprentice
robert.vermeerschApprentice
posted in Freshservice

Freshservice Agent Collision

Hi All,We’ve noticed that Agent collision only works intermittently for us. We’ve often both replied on tickets only to find out after that we were both working on the same request at the same time. Has anybody else noticed spotty performance on the Agent Collision? Freshservice has cleared out cache and we’ve tried different browsers but it’s happening to everyone on our team.Thanks in advance!

2
R
Apprentice
3 months ago
L
Top Contributor
laminblakeTop Contributor
asked in Freshservice

parse requestor datasource in workflow

When using the freshservice users/requestors as a datasource in a field is it possible to parse that selected object in a workflow? (IE: selected user is John Doe from the requestors datasource, want the workflow to be able to pull the employee ID property from that user’s profile properties within freshservice)Closest thing i can think of would be to use the json parser but not sure what the schematic would be for that if its possible.

2
G
Skilled Expert
8 months ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Text on Ticket Page in Portal

I want to be able to add custom text under the “Report an issue” on the ticket form on the portal.  It is all HTML though it seems.  Any easy way to do this?  

3
S
Top Contributor
21 days ago
T
Contributor
tkerebelContributor
asked in Freshservice

Does FreshRelease still exist ?

Hello,Does FreshRelease still exist ? Is it possible to sign-up ?

1
D
Community Debut
4 months ago
P
Apprentice
paul.wrightApprentice
posted in Freshservice

Webhooks Fail to Run

Hi, I haven't been able to track down any information on my own about this, so no one must be having an issue. I tried to create a dispatch rule to take a ticket with a subject starting with CHN and launch a webhook POST to create a change request. The webhook doesn't appear to run at all, I can set any other number of options to modify the ticket and everything works, just not anything as a webhook. I have created a POST using the link below https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I have tried the following * No authentication, API Auth, User Auth * Different trigger options (Sender, Subject) * Changed rule to set a different custom field (source) and a Supervisor Rule to generate the Change

1
J
Community Debut
6 years ago
D
Contributor
doug.davenportContributor
posted in Freshservice

Multiple users on a PC?

How does the Fresh Service agent handle PC's with multiple users?  For example, we have some PC's in our manufacturing area that have 5-10 users logging in and out throughout the day.  How does the agent handle/decide which user to display in the "Used By" filed in the CMDB? If the displayed user leaves the company, how do we manually change the "Used By" field to indicate the new user if known?

1
S
Contributor
6 years ago
C
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

1
G
Community Debut
5 years ago
G
Apprentice
garrett.richardsonApprentice
posted in Freshservice

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. 

1
T
Community Debut
4 years ago
S
Apprentice
sswinfordApprentice
posted in Freshservice

API Post Reply not notifying Requester

Part of our onboarding PowerShell script is an API v2 call to post a reply back to the ticket with the new hire's login information. This script had been working fine for the past few months and replies posted via API would also be sent to the Requester.At some point in the last few weeks however, requesters no longer receive a reply notification when the API post is made. We have not made any changes to our script.

1
P
Community Debut
2 years ago

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