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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.

  • 1,684 Topics
  • 4,750 Replies

1684 Topics

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Apprentice
kevin.maurielloApprentice
posted in Freshservice

Unable to connect with Postman

I cannot connect to REST API via Postman.  I am using basic authentication using the same credentials as I do to sign on to the dashboard.  Postman returns required_access : true.Same issue if I use curl and apikey

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4 years ago
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philip.truongApprentice
posted in Freshservice

How to create a requester in Freshservice via Powershell script?

Hi SupportHow to create a requester in Freshservice via Powershell script?Need following detail only:First name:Last name:Email address:Thanks in advances

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4 years ago
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c.payneContributor
posted in Freshservice

How do people organise Loaner items?

Hi all,Wondering how people organise the tickets/service requests for loan items that you manage?  Given that the ticket status and loan item Stage status don't appear to have any interaction, we have needed to use additional custom Status settings for "Awaiting Loan" and "On Loan", to avoid having multiple upcoming requests cluttering the open status tickets lists, but still have to change the Stage of the loan on top of this.  Anyone have suggestions on improving this workflow?Craig. 

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4 years ago
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cliffbApprentice
posted in Freshservice

Asset Management Question

Under hardware properties for let's say a desktop. How do you add the "Domain" field? I've looked all over and I can't seem to find were to create that? Thanks.

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Contributor
4 years ago
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dleeApprentice
posted in Freshservice

Export the Ticket Description data for reporting purposes

How can I export the ticket description data for reporting purposes?

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4 years ago
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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.

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4 years ago
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phodgkinsonContributor
posted in Freshservice

Looking to Sign Up, Should I Be Concerned?

Hi there, I'm new to the community and not yet a paying user of Freshservice yet, still evaluating. In general I like the service but find a lot of small bugs and nagging things that either don't make any sense to me or just seem incomplete. With this in mind my biggest concern is looking at the Feature Requests and seeing that the majority of the most popular items are 2 years or older. Some items that are in progress now were originally requested 2 years ago (i.e. auto refresh dashboard, very very useful feature)! It seems like if you want a new feature implemented or something fixed you're out of luck.  What's the general experience of people that have been using the product for a while? Do issues get fixed and improvements to the core helpdesk get made regularly? or do you just find workarounds and live with it? Did you look at other products but went with Freshservice because it had "x"? Thanks in advance for any feedback, looking to try and make a decision in the next week or

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Contributor
4 years ago
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zhihang.zhouApprentice
posted in Freshservice

Simplify time tracking less clicks - 30 minute increments.

For agents that don't need precise time tracking but need something simpler than a pop-up with manual time entry it would be great to have 15, 30 or 60 minute plus "+" or minus "-" buttons that simply adjust time per click. Something like this:[ Time tracking ]- 15 minutes +- 30 minutes +- 60 minutes +Using a keyboard you could Tab to it and click left and right arrows.The current system requires expanding the time track section ( 1 click ), clicking add time ( 1 click )  interacting with a pop up, manual entry of time ( 5 taps of keyboard ) then clicking 'save' ( 1 click ). Wouldn't it be better to have it directly under categories and all you need to press is + and - ?

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Contributor
4 years ago
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chris.cundyApprentice
posted in Freshservice

Ability to change menu hover text color CSS?

Is it possible to change the menu bar a-link:hover color to white rather than black (as pictured below) ?I have tried adding the below to CSS file but this doesn't change the template.a:hover, a-link:hover {color: #fff;}

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Community Debut
4 years ago
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steven.cotterellApprentice
posted in Freshservice

Ticket creation via email

Hi, could someone point me in the direction of some documentation please on how Freshservice works with incoming emails to create/update an Incident ticket?I want to understand what rules it applies to the incoming email to determine whether a new ticket needs to be created or the email needs to be associated to an existing ticket.Also what rule logic can be employed to avoid SPAM or duplicate tickets.Many thanks.Steve.

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4 years ago
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arthur_14754Apprentice
posted in Freshservice

[api] Sample Create assert dosen't work

Hi I try create a new assert with a api and your sample dosent work. view my json: { "cmdb_config_item": { "user_id":"214", "department_id":"4", "impact":"2", "location_id":"america", "assigned_on":"2014-07-18 03:54:18", "agent_id":"215", "name":"Windows 8", "ci_type_id":"5000048508", "level_field_attributes": { "product_5000048508":"windows_os", "vendor_5000048508":"microsoft", "cost":"8000", "license_validity_5000048508":"24", "installation_date_5000048508":"2014-07-24 13:33:35", "license_expiry_date_5000048508":"2016-07-2413:33:35", "license_key_5000048508":"234-423-543-534", "version_5000048508":"2.0", "license_type_5000048508":"commercial", "installed_machine_5000048508":"Andreas laptop", "installation_path_5000048508":"null", "last_audit_date_5000048508":"2014-07-1

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Community Debut
4 years ago
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g.williamsApprentice
posted in Freshservice

Disabling TLS 1.0 or RC4 ciphers breaks the IMAP connector

We have disabled the TLS 1.0 and have found that IMAP is not unusable. Is anyone else having the same issue or have a solution?

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Community Debut
4 years ago
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Contributor
elizabeth.toyContributor
posted in Freshservice

Reports of "Resolved" Tickets

The reporting section will tell the number of "resolved" tickets, but that number includes closed. Since there was a felt need to have both resolved and closed as the type of ticket, I feel that the reporting should either accurately reflect only resolved, or it should indicate that it's both.We resolve a ticket only when the issue/request is fixed/completed. If it wasn't, but the ticket is no longer needed for any reason, we use closed. It will skew metrics to have the "resolved" number include both closed and resolved tickets.

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Community Debut
4 years ago
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martin.martenssonApprentice
posted in Freshservice

Automatic Reports

I have found a threat where I can schedule reports for Assets & Changes, although I would like to get reports for Tickets. Is that possible?Every month I would like a "Helpdesk Overview" per month, and also a "Customer Overview" per customer every month.Please advise on how I can achieve this.Thank you

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4 years ago
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corvarApprentice
posted in Freshservice

Company Specific Activation Emails

When using Freshservice in MSP mode, it appears that the activation emails are inconsistently branded.  The activation URL seems to have been set appropriately for the user, but the email address sending the notice was not the appropriate one, and the ticket.department tag seems not to fill at all.

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4 years ago
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g.williamsApprentice
posted in Freshservice

Setting Incident priority to Medium as default

I am pulling my hair out trying to work out how to set the default incident priority to Medium. Support have told me to create a workflow to change it at creation but by doing this is sets all newly raised incidents to Medium regardless of what the agent sets or what rules you put in place. I am not sure if this is a bug or by design by its incredibly frustrating.Has anyone been able to overcome this?

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Community Debut
4 years ago
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bennyhoffjApprentice
posted in Freshservice

Contracts: renewal of contract forced to manually approve

Appears to be a bug in the contract module: If you have "Make the 'approver' field as mandatory" unchecked.1: When you create the 1st contract it works fine and contact is auto approved.2: When the contract is up for "renewal" you must manually approve the contract even though the " Make the 'approver' field as mandatory" box is unchecked.

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Community Debut
4 years ago
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p.theinApprentice
posted in Freshservice

START FRESH SERVICE

 NOW STARTING

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4 years ago
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psnmorphiApprentice
posted in Freshservice

Powered by freshservice

Could someone please confirm that this is removed once you subscribe to a plan?Thanks in advance.

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Contributor
4 years ago
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raj.dhanjalApprentice
posted in Freshservice

Single Sign On (SSO) failure due to recent Windows Update

Hello AllFirst time post on here, hoping someone can help.Following Windows update to our server (Windows Server 2016) last week, we are unable to logon to Fresh Service.  We have not been able to use the service since Friday.  We are an organisation who like to stay updated with security updates.  None of our other systems or applications have been affected, just Fresh Service.  Our Fresh Service support person is saying it is due to Microsoft KB4340556 .NET.We attempted to roll back but that broken the server.  Had to restore from a backup.  Has anyone else experienced this?

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Apprentice
4 years ago
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jdeanContributor
posted in Freshservice

Retire a Departement?

Looking to retire a few departments, nothing finding any information on best practice. I don't really want to delete them as the data is still of value, any suggestions?

1
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Contributor
4 years ago
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andrew.belterContributor
posted in Freshservice

Inconsistent use of solution tags in end user search

When a requester uses the search bar in the portal, solution article tags are not included in the search (only the title and article content). However, when they type in the subject line of of the new ticket form, the suggested solutions tool does search the tags (which is ideal).We've found it to be a best practice to use tags for alternative search methods such as abbreviations, common misspellings, and system names (which may not be in the solution title or article body because it is the category or folder name). This allows us to avoid having those search terms visible in the solution article.

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Contributor
4 years ago
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mcaronApprentice
posted in Freshservice

Vendor Category

Is there a way to pick multiple "Vendors" to delete as the list is way too long. I want to add just my hardware vendors like CDW, Trimble, etc. without having 3 versions of Adobe etc. listed. To me Vendors does not represent Software.Thank YouMichael

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Community Debut
4 years ago
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julioangel1247Apprentice
posted in Freshservice

Asuntos Sociales

Hora de Recogida: 08:30h am,.

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J
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4 years ago
C
Contributor
charlie.hawardContributor
posted in Freshservice

Issue with 2 parties using Freshservice/FreshDesk

I have just come across an issue today where a 3rd party service desk for one of our clients is using FreshDesk and when they responded to our ticket INC-57335 with their reference [#INC-5974] in the subject line, this re-opened our ticket INC-5974 and attached the reply to the wrong ticket, which also meant the notification came to the wrong agent! As more businesses adopt Freshdesk/Freshservice, this is likely to become more of an issue, especially for the MSPs.

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Community Debut
4 years ago

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