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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
  • 5,143 Replies

1786 Topics

J
Contributor
john.fernandezContributor
posted in Freshservice

Freshservice Discovery Agent

So I've installed the agent on about 10 machines in the last week or so.. this morning I went to check on them in inventory to make sure they were organized appropriately and such, and it turns out not a single install is reporting.  I have only used this once in the past as a proof of concept and it worked beautifully.  Is there some special trick I may be missing?  I am using the latest available installer from my admin portal.

5
J
Contributor
5 years ago
tazeen_86
Apprentice
tazeen_86Apprentice
asked in Freshservice

can we create alerts in freshService using webhooks or API

Hi,I have a usecase in which I have to generate alerts in freshservice using webhooks or API,so when a particular event is fired , an alert is generated on freshservice,RegardsTaz

2
R
Apprentice
11 months ago
Alefre
Skilled Expert
AlefreSkilled Expert
asked in Freshservice

Add CC to "Send Email" Workflow Automation Action

Hi all!I’m looking for advice in the use-case of “adding To and CC in the same email”. I’m sure that a custom app probably would solve this, but I’m looking for a more out-of-the-box feature as it belongs in the system rather than a custom code. --The way we solved it at first were to add two actions (separated for the purpose of below screenshot), first sent an email to the requester (1) and second sent to all CC’d users (2). The customer then returned with the ask of combining these two into one email where Requester and CC are separated (as they should be) in the email.The recipients of the CC email got confused as they were addressed as “to” instead of CC without proper relevance or context. I totally get that!1: 2: Being curious and problem-solving I also tried to solve this using API - which highlighted another finding.By using Postman in a GET I’m returned with all CC’s as email addresses:{ "ticket": { "cc_emails": [ "alexander.fredriksson@synerity.se"

6
rajagopal.baladhandayutham
1 year ago
J
Contributor
john.berryContributor
posted in Freshservice

PowerShell

I was not able to find instructions for accessing the Freshservice API through PowerShell so I am providing a few examples that may benefit of other customers: # Set global variables $APIKey = 'Your API Key' $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') # GET example: get all users (limited to first 50) $URL = 'https://yourcompany.freshservice.com/itil/requesters.json?state=all' Invoke-RestMethod -Method Get -Uri $URL -Headers $HTTPHeaders # PUT example: update a user $URL = 'https://yourcompany.freshservice.com/itil/requesters/[id].json' $UserAttributes = @{} $UserAttributes.Add('name', 'John Doe' $UserAttributes.Add('phone' , '(123) 456-7890') $UserAttributes = @{'user' = $UserAttributes} $JSON = $UserAttributes | ConvertTo-Json Invoke-RestMethod -Me

10
sanofar.allahpichai
Community Debut
3 years ago
S
Apprentice
sjoerd.van.willigenburgApprentice
posted in Freshservice

API Update Ticket with Service Request

If I want to update a Service Request item. with the following@" { "priority" : 1, "status" : 2 } "@But when I run my code I get this....Invoke-RestMethod : {"description":"Validation failed","errors":[{"field":"type","message":"It should be one of these values: 'Incident'","code":"invalid_value"}]} At I don't want to update the "type" field because it is already set to "type": "Service Request", if I change this to "type": "Incident",It works but lose all information on the Item.If I add "type": "Service Request" to the code it does not work.... Does someone know how to bypass the error.... Or another workaround?@Freshplease update you're API....

6
sanofar.allahpichai
Community Debut
1 year ago
ramsundar.radhakrishnan
Skilled Expert
ramsundar.radhakrishnanSkilled Expert
posted in Freshservice

How to Integrate Any Monitoring Tool to Your Freshservice Instance

Looking for ways to connect your monitoring tool with Freshservice? We got you covered.Freshservice’s AMS can be integrated with any monitoring tool that supports API payload.Watch this video to find out how to set this up in your Freshservice instance. Resources:Alert Management Kbase - https://support.freshservice.com/support/solutions/50000000126​​​​​​​

0
ramsundar.radhakrishnan
Skilled Expert
1 year ago
T
Apprentice
Tom Porter
posted in Freshservice

Ability to hide 'child request' forms from the main catalog

Hi,Not sure whether this should go into Report Problem or Feature Request, it's a bit of both.When we first started using Freshservice, we created a form in the Service Catalog, and on that form we had 3 additional items so 3 child tickets would be created. These forms were only to be used as part of the main form and nowhere else, so we looked for a method of hiding the forms from the catalog. Through trial and error, we discovered that if, on the forms that were to be hidden, we set the visible access to a group level that had no contacts or any conditions at all, then this removed the form from the user view, but it could still be seen within the main forms additional items and submitted as usual.I believe now this was more of an exploit than a proper feature, though it could be that this was an unintentional benefit of the system that has since been removed.So this is either a report of a problem with the Service Catalog forms, or a request to reinstate the 'feature' that allowed t

10
J
Apprentice
8 months ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Freshservice

How can I relate an asset to a ticket via API where I have only the ID and not display_ID?

HelloI wanted to add an asset via API to a Service Request Ticket which the user selects in a custom field in our Service Request Item.When reading the requested items via https://XXX.freshservice.com/api/v2/tickets/XXX/requested_items.json I get this:{    "requested_items": [        {            "custom_fields": {                "request_type": "Replace old device and order a new one",                "manger_new_employee": null,                "date_of_entry_new_employee": null,                "comment_new_employee": null,                "select_your_old_computer": 52000100785,                "what_should_happen_with_the_old_device": "Buy for private use",                "manager_replace_device": 52000148148,                "comment_replace_device": "TEST ORDER! do not delete!"            },            "id": 52000078156,            "created_at": "2022-11-03T13:58:41Z",            "updated_at": "2022-11-03T13:58:41Z",            "quantity": 1,            "stage": 1,            "loaned"

5
msconfig87
Skilled Expert
6 months ago
F
Apprentice
FreshWorkingApprentice
asked in Freshservice

Appointment Booking

Hey everyone, I hope you’re well. Like many on here we’re preparing to return to the office. Our customers have requested the ability to book tech support appointments and this functionality to be on the self-service portal. Freshservice doesn’t offer this functionality so I wanted to see if anyone has had any success with 3rd party tools that integrate to the portal?

3
zachary.king
Skilled Expert
10 months ago
R
Contributor
rwelsfordContributor
asked in Freshservice

Expression Builder Syntax

I have a subject line that comes in as zero|one|two|three|date.  I am trying to create an expression that will take the date and convert it to an ISO date to be used later.  so far i have the following{% assign subject = {{ticket.subject}}%}{% assign date= subject | split: "|" %}{{date[4]}}This will seem to work in an app but not the expression builder to get the date. First problemIf I can get the correct date extracted I planned on doing the following:lets say the date I extract is 07292022, i could use date(2022,07,29) to convert the date, this works the expression builder and will return a good date but when I usedate(substring('07292022',4,8),substring('07292022',0,2),substring('07292022',2,4)) it does not work. Second problemI then planned on using the split function from the first problem to insert into the substrings where the date is but I just cant figure out the syntax of liquid and the expression builder.

7
Nexus
Contributor
4 months ago
S
Apprentice
scott.daviesApprentice
posted in Freshservice

Email Notification template strips out html formating

Hi,I've tried editing the HTML for ticket templates but it never seems to keep all the styling.....For example in Visual Studio I created a very basic template:What I received in the email for a new ticket notifcation though was :In other tools like Spiceworks etc, copying basic html code from something like Visual Studio has worked flawlessly and the finished template is exactly what I designed.But the HTML in the Freshservice product just doesn't play ball....Has anyone had issues like this? Or can point me in the direction of a guide to how Freshservice HTML works in these ticket notifications?!Thanks,Scott.

1
jayleal
Community Debut
1 year ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Freshservice Solution Booth | Watch RecordingRecording

🚩SESSION DETAILS: 📹 WATCH RECORDING:Welcome, welcome!Presenting to you, the Freshservice Solution Booth - An expert-led walkthrough to improve employee satisfaction through Freshservice!We have our very own Kenneth Hayward @ken.hayward, Solution Architect at Freshworks, walking you through some actionable best practices to improving Employee Satisfaction by through automation, SLA tracking, and timely notifications.💡 About the session:Understand the nuance behind one of the most important ticket fields and TWO of the most important automation in your Freshervice instance. Set the right expectations with your agents and end users to achieve better SLA attainment, user experience, and customer satisfaction.⭐About our speaker:Ken has been helping customers implement Freshservice for nearly five years and has over ten years of experience in the SaaS and Enterprise Applications spaces. Outside work, he enjoys cooking, music, and playing with his dog, Maisie. 🐾🚩SESSION DETAILS:Date: Thu

38011
Carlene123
Community Debut
5 months ago
P
Apprentice
pfmoraesApprentice
asked in Freshservice

Workflow automator: create multiple tasks based on request input

Hello everyone, I am relatively new to building workflow automation and I am wondering what is the best way to create an automation for the following scenario. When submitting a request via a specific catalog item, requester is required to answer “yes” or “no” to 3 different questions. For each question answered, I want a task to be created when the answer is “yes”.  Following is a screen shot of how I set it up on ticket automator: I would like to know if there is an easier way to accomplish the same results? Thank you,

1
D
Community Debut
1 year ago
HEMAL SHAH
Apprentice
HEMAL SHAHApprentice
asked in Freshservice

How to migrate entire tickets with history from Jira to Freshservice ?

Can any one share step by step guide for migration from Jira to Freshservice with entire tickets and history, without any third party tool.Your solutions will be highly appreciated.

5
PKX
Community Debut
2 months ago
M
Contributor
MarkoContributor
asked in Freshservice

Informing customers about the meaning of Impact/Urgency levels on tickets?

We are looking for a way to inform customers creating tickets on our FreshService portal about the meanings of the different levels of Impact and Urgency while they are raising a ticket.My first idea is to make a tooltip when mousing over the dropdown values, like so:But maybe somebody here has encountered a similar requirement and has found a workaround method? Currently we can just link to a solution that explains it all, which means of course a lot of people do not look at it. Would love to hear if any of you have come across a similar requirement.

9
M
Contributor
1 year ago
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
I
Apprentice
IanandersonApprentice
asked in Freshservice

Reject tickets from specified requesters (Blocked Requestors)

I’m looking for a way to reject tickets from specified requestors, specifically shared email accounts in our organization. I’m aware that I could do this via automation, but I’ve noticed that under Admin > Requesters I see that there is a category for Blocked requestors. I’m having trouble finding information on what exactly it means for a requester to be blocked, or even how to mark a requester as blocked. Any info or insight would be very much appreciated! Blocked Requestors category 

1
rajagopal.baladhandayutham
1 year ago
R
Apprentice
robbyApprentice
posted in Freshservice

Trigger a FS Agent Audit on Macs

I'm wondering which command or script I can invoke to force a new FS-Agent audit. I'd like to be able to refresh my Inventory information at will through a Jamf policy this way.

8
Bala_Kumaran
Community Debut
4 months ago
F
Apprentice
FreshWorkingApprentice
posted in Freshservice

Workday Integration

Hey, everyone!I wanted to see what integrations with Workday people had, and how they’re leveraging them within Freshservice. Internally we’ve been told by the team that manages Workday it’s not possible but I’m unsure if that’s due to a lack of integrations or lack of knowledge around the product from the team. Thanks in advance!

1
S
Community Debut
9 months ago
J
Contributor
justin_15549Contributor
posted in Freshservice

Combined view of Tickets, Projects and Tasks

Is there a way to have a combined view of all my tickets, projects that I own and tasks assigned to me? I use all three components of FS and really would like an easy way to see everything assigned to me and/or that I own (ticket or project). 

15
U
Community Debut
13 days ago
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
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
scottblauer
Apprentice
scottblauerApprentice
asked in Freshservice

GSuite -Orch and Workflow Automation

Has anyone been able to configure the GSuite - Orch correctly?  I went through the documentation (which is a bit outdated, so I had to make some guesses at how to configure a few things) and configured the app.  But when try to test the App in a workflow I get the error shown below every time I run it.  Has anyone been able to get the GSuite - Orch app to run successfully?  

7
S
Community Debut
11 months ago
D
Apprentice
david.roethlinApprentice
posted in Freshservice

Feature-Request-Process with Freshservice

Hi, I like to use Freshservice for my Business-Users to raise Feature-Request (Application RFC / Additional Column in Report etc.) but even after hours of research and different workarround-solutions i did not find a satisfying one. What i imagine In Helpdesk-Portal the User has a custom-form to raise this request, gathering all the necessary information - the only way i found is Service-Request BUT, form Service-Request i cannot automatically create a CR. Additionally there is no way to Close SR automatically close when the manually created and attached CR is closed. I tried Webhooks but even there no satisfying solution. Does someone have a good idea or have implemented a solution/process to support this process - appreciate your help and input dave

0
D
Apprentice
5 years ago
S
Contributor
Scott GContributor
asked in Freshservice

Changing the order of Project Management Tasks in Next Gen PM

Is there a way to change the order of tasks in the Next Gen Project Management tools? Thanks Scott

6
S
Contributor
1 year ago

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