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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.

  • 1,785 Topics
  • 5,142 Replies

1785 Topics

J
Apprentice
juan.gonzalezApprentice
posted in Freshservice

Trash folder under the Asset Hierarchy don't appear

Someone have the same problem?I tried to find the trash folder but it don't appearCould it be due to an update of the administration portal?

2
J
Apprentice
2 years ago
P
Skilled Expert
patricksawyerSkilled Expert
posted in Freshservice

Onboard - Kits

I am unable to get Onboarding Kits to operate correctly.  Everything is defaulting to the default onboarding kit.I am also unclear if a new hire can have multiple onboarding kits or if they can only have one.

1
P
Skilled Expert
2 years ago
S
Contributor
sathyanarain.muralidharanContributor
posted in Freshservice

Canned responses

Canned responses in Freshservice help you save time by creating stock replies to tickets. While replying to tickets, the agent can choose to quickly reply with a canned response.Look for the canned response icon in reply to ticket view as shown below.It brings up the list of canned responses you have already created.Select the desired canned response and hit send.BONUS TIP:Next to the canned responses icon, you see a knowledgebase icon. Click on that to bring up your solution articles. You can choose to reply to the ticket with a specific solution article.It works the same way as canned response. We have gone one step ahead and let the agent choose if he wants to just send the solution link or the solution content to the user.

1
cmcewen
Top Contributor
2 years ago
D
Apprentice
devaprakash.90Apprentice
posted in Freshservice

Unable to Fetch Requested For details in Get API requests

Hi EveryoneWould relly appreciate if any one can help me with the following request.I am Unable to Fetch/read Requested For details in Get API requests when service request is submitted on behalf of othersTried using the following api's but couldn't get thw request for information in the response./api/v2/tickets/[id]/api/v2/tickets/[id]?include=requester helpdesk/tickets/[id]/requested_items.json /helpdesk/tickets/[id].json Only able to read the details of the person who have requested thw ticket but not the detalis of person on behalf of whom it has been requested in the GET API details.Thanks in Advance/DEva

1
M
Community Debut
2 years ago
I
Apprentice
informatiqueApprentice
posted in Freshservice

Best practice or ticket glossary

Hi,Is there a glossary for tickets (like for analytics widget : https://support.freshservice.com/support/solutions/articles/50000001029-analytics-widgets-glossary ) ?Is there a manual for best practices for tickets ?Thanks

2
I
Apprentice
2 years ago
A
Contributor
anders.grapeContributor
posted in Freshservice

Keep statistic but not ticket content

How do you freshservice users out there handle tickets that you no longer have the purpose (GDPR) to store but want to keep the overall statistics for?Is there any way to clean fields like subject, description comments, attachements but keep ticket type and catagorys for example?

3
P
Community Debut
2 years ago
F
Apprentice
fastbitsApprentice
posted in Freshservice

Error when uninstalling the freshservice discovery agent

Hi everyone, I recently tried to reinstall the Discovery Agent on a user machine and this error returned when uninstalling the Old Agent, I try to uninstall as a machine administrator, I also tried to install a new version that can remove the previous one and it always returns this software error, could anyone help? Windows 10 x64 system;  thank you all

3
sanofar.allahpichai
Community Debut
2 years ago
L
Contributor
leigh.websterContributor
posted in Freshservice

Dates & Dependant fields don't auto fill for additional items

All the other fields seem to auto populate based on the parent request (before submitting). Parent Request:Related Items:

4
sanofar.allahpichai
Community Debut
2 years ago
A
Apprentice
andre.marsaioliApprentice
posted in Freshservice

API - Change Category

Hi,After create a ticket without fill category field,when i need update this same ticket , i can't because is set NULL.But if i manually change category to another one and try update from API is work.Anyone already had this issue?

3
rajagopal.baladhandayutham
2 years ago
I
Contributor
idonnaContributor
posted in Freshservice

Discovery Agent and macOS Catalina

According to your article, macOS Catalina is not listed as a supported OS. I've installed the agent on two Catalina test machines. The first Catalina machine (configured in Jamf MDM) doesn't report at all. This might be a security setting blocking reporting; I need to investigate further.The second Catalina machine reported, but its data attached itself to different device -- one that was used to migrate a user directory (using Apple's Migration Assistant) to the machine with the agent installed.Anyone successfully using the Discover Agent on Catalina machines?Thank you.

9
rajagopal.baladhandayutham
2 years 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
2 years ago
S
Skilled Expert
saifali.shaikSkilled Expert
posted in Freshservice

New Forum for Freshworks App Developers!

We have recently launched forum for Freshworks developer community (https://community.developers.freshworks.com). We encourage all the developers to discuss queries, ambiguities, know-hows, and points of interest with fellow app developers and Freshworks’ engineers on the forum.  Visit the forum to sign up and be part of the awesome developer community!Do you please mind posting the same question in the new Forum? We have moved all our experts to this place where you can expect faster help.

0
S
Skilled Expert
3 years ago
T
Apprentice
thomas.mausApprentice
posted in Freshservice

API (400) Bad request error

Hi I get this error with my powershell script. How can I fix so the request goes through? Invoke-RestMethod : The remote server returned an error: (400) Bad Request. Here's the script: [System.Net.ServicePointManager]::SecurityProtocol = [System.Net.SecurityProtocolType]::Tls12 $APIKey = 'K58O3NlKuIMP2ZFh7BtY' $EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $APIKey,$null))) $HTTPHeaders = @{} $HTTPHeaders.Add('Authorization', ("Basic {0}" -f $EncodedCredentials)) $HTTPHeaders.Add('Content-Type', 'application/json') $URL = 'https://bcservices.freshservice.com/api/v2/tickets' ########## $TicketAttributes = @{} $TicketAttributes.Add('requester_id', '15000000000') $TicketAttributes.Add('email', 'example_email@email.com') $TicketAttributes.Add('phone', '555-555-5555') $TicketAttributes.Add('status', '2') $TicketAttributes.Add('priority', '2') $TicketAttributes.Add('source', '2') $TicketAttributes.Add('type', 'incident') $TicketAttributes = @

2
S
Skilled Expert
3 years ago
R
Apprentice
ramgv81Apprentice
posted in Freshservice

How to add Validation on time entry?

For example, I created at ticket level a new custom numeric field called "estimation" and each time a time entry is saved I want to check if the sum of all entries exceeds the "estimation" field.If it does. Don't let you save the time entry.If it has to be developed, can you gime me more info on how to do it? because in this case it is not a custom app.

1
S
Skilled Expert
3 years ago
S
Apprentice
scott.daviesApprentice
posted in Freshservice

Can I customize the Service Catalog Page layout?

Apologies if this is the wrong place to ask as I'm quite new to Freshservice.  I find the cusomization options quite handy to be able to set out the portal as I wish.  What I can't find is anyway to customize the layout and page design of the Service Catalog Page beyond the "adjust which groups can see which service request"  For example I'd like to add a text paragraph to the Service Catalog Page to explain things to our users, as well as limit the number / potentially remove the options from showing unless the user clicked the Categories on the left.  I find it quite overwhelming when you click Service Catalog and all of a sudden there are hundreds of options all thrown in your face at once.  Thanks!  Scott.

1
S
Skilled Expert
3 years ago
E
Apprentice
ethanreynolds57Apprentice
posted in Freshservice

Return Only Open Tickets

Is it currently possible to only return 'open' tickets when listing tickets in the API? I can totally understand not supporting custom status' but if I want to return "All currently open tickets from this year", do I have to cycle through all paginated requests (including stats on each call) and then filter the results myself? This wouldn't be a big deal except I feel that, even extending the per-page limit, this would result in a large number of API calls as the year progresses.It's possible I'm just missing it entirely but I've been through the API v2 docs a few times and have been unable to find a solution.Any thoughts are greatly appreciated.

2
S
Skilled Expert
3 years ago
N
Apprentice
nicolas.charpentierApprentice
posted in Freshservice

Incident closed in Freshservice don't affect PagerDuty incidents

Hello team,May I request your assistance ?We've been using your integration for PagerDuty for a while and everything works fine, except when a FreshService ticket is closed, the status of the Pagerduty incident remains "Triggered". (Actually 2451 triggered...)Taking a look at the integration guide, especially the FAQ section: https://www.pagerduty.com/docs/guides/freshservice-integration-guide/ It specifies that a closed incident in FreshService should resolve the incident in PagerDuty. It's not the case here.Except this one, all the other actions mentioned in the guide works.It appears FreshService built out this integration in their platform and use the REST API to trigger and resolve incidents in PagerDuty.Is there a way to see all the failed actions that occurred during this process ? Including api calls ?I checked with PagerDuty team, they was not able to find any resolve requests via either API systems for closed ticket on FS. This would mean that either the request was never mad

1
S
Skilled Expert
3 years ago
K
Apprentice
knelson_19758Apprentice
posted in Freshservice

Service Request Placeholders don't show up in catalog index

Hi,The catalog index shows Service Requests with the same generic layout which is missing the Subject to easily visually identify what the request is actually about:I wanted to get the Subject. I found several pages that are supposed to have working solutions, but don't.One was to add the item.name placeholder in Admin > Service Catalog > Service Request, and the Compose Service Request Subject section. But that was already there.I tried to add the subject from the insert window, {{custom_field.cf_subject}}, but doesn't show up on the index page either.I have also tried {{ticket.subject}} {{ticket.description}}, but those don't work either.This seems to be a bug. Otherwise, can you provide a working solution to customize the summary of a Service Request on the catalog index page? https://assetscience.freshservice.com/helpdesk/tickets/view/unresolvedThank you,Kris

5
sanofar.allahpichai
Community Debut
3 years ago
D
Apprentice
dancApprentice
posted in Freshservice

How does discovery agent know which company to report to?

The one agent I install loaded up into our account but it leaves me wondering how did it know which company.freshservice.com to load into?

1
M
Contributor
3 years ago
R
Contributor
ryan.millerContributor
posted in Freshservice

Email notifications {{mobile_url}} does not render

For the Requesters New Ticket Created email notification, there is a default placeholder included, "{{mobile_url}}" which does not populate in the email.We are trying to build a URL that will open the mobile app to the particular item.  We have a custom URL for our helpdesk and thus have to modify the domain to reference the non-vanity url to invoke the mobile app.  However, it appears that building that URL manually and with the appropriate "ID" placeholder value added to the URL does not open to the particular item in the mobile app, it just opens the mobile app.Has anyone solved this issue?Does anyone know if the {{mobile_url}} placeholder ever worked or ever will?Thank you!

2
C
Community Debut
3 years ago
K
Apprentice
kirk.waldronApprentice
posted in Freshservice

Workflow Automator to allow approvers to make inputs on ticket

Hello.  New Freshservice user here.  I've searched the forums and Google for this, but can't quite connect all of the dots for a specific use case we have in using Workflow Automator.  We have a few ticket types that require additional custom field inputs by the "next person up" in the approval chain.  We are currently facilitating this in a Smartsheet workflow, but would like to migrate this into our new Freshservice instance.  I don't see a way to do this currently.  Does anyone have a workaround?Example, Requester A submits a Service Catalog request > Ticket is sent for approval to a manager, who must fill out 2-3 additional fields > Ticket receives final approval from department head > Freshservice agent(s) process the ticket.Thanks in advance.

1
C
Community Debut
3 years ago
A
Contributor
anders.grapeContributor
posted in Freshservice

Agent field in Ticket details not searchable

When you open a ticket and wants to change the agent, that dropdown filed is not searchable. You can only scroll in that list.In other places in Freshservice it is, for example when you create a new ticket.Is that something that can be changed?

1
sanofar.allahpichai
Community Debut
3 years ago
J
Apprentice
joseph.stacavichApprentice
posted in Freshservice

Employee Onboarding Reporting Manager Can't Monitor Process When Agent

We are in the middle of setting up the Employee Onboarding. Going pretty well, however, management wants the reporting managers to be able to monitor the status off each request. This isn't an issue for normal managers that are requesters, since the ability to view the onboarding module is only given to requester groups.However, for managers, that are also Freshservice agents, they can't see the process since they can't be put into Requester Groups.Has anyone found a way around this?

3
rajagopal.baladhandayutham
3 years ago
R
Contributor
richard.tomlinContributor
posted in Freshservice

Auto Expand 'Notes' when Loading Changes

When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes. Advice would be appreciated! Thanks

3
sanofar.allahpichai
Community Debut
3 years ago
M
Apprentice
mjcabilao2011Apprentice
posted in Freshservice

Freshservice API question

How do I get the domain string value using the domain ID presented below?

2
rajagopal.baladhandayutham
3 years ago

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