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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.

  • 1,801 Topics
  • 5,182 Replies

1801 Topics

W
Contributor
wadeContributor
posted in Freshservice

CORS Policy

Anyone know how to do an API get request from the iparams page?  I keep getting this error when trying to pull in the groups to a dropdown for mapping between two systems.Access to XMLHttpRequest at 'https://domain.freshservice.com/api/v2/ticket_fields' from origin 'https://d3h0owdjgzys62.cloudfront.net' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource.Yes, i have added this to my headers.  It works from everywhere but the app.Thanks

1
W
Contributor
4 years ago
K
Apprentice
konstantin.nesterovApprentice
posted in Freshservice

Error on resize attempt

Hi,Whenever I try to invoke resize finctionality, like  freshClient.instance.resize({width: "100%", height: getAppHeightPX()});I get following error:Is there any precondition to use this API?

1
K
Apprentice
4 years ago
P
Contributor
phodgkinsonContributor
posted in Freshservice

This is what's wrong with FreshService...

I was looking for an answer (or a work around) for a shortcoming with time tracking and came across this gem:When asked if it was possible to make time tracking mandatory, this was the response:----Sathyanarain Muralidharansaid 4 years ago This is there in the roadmap. But right now time tracking for tickets is only optional. Thanks.----What in the world must that roadmap look like if 4 years later this has still not been implemented!! I don't mind missing some features or the odd bug, but at the rate of development with this project I'll most likely be retired from the biz before we see the features we need and want. 

2
sanofar.allahpichai
Community Debut
3 years ago
K
Apprentice
konstantin.nesterovApprentice
posted in Freshservice

Setup app visibility by issue type

Hi,Currently I'm looking for an API and settings that may control client-side app visibility for a certain issue type of a project.Is there any API like that one? Thanks

0
K
Apprentice
4 years ago
D
Contributor
dan.popeContributor
posted in Freshservice

Removing CC on replies still sends to the CC

Is there any information anywhere on the behaviours of CC and BCC on tickets. You are given the option to remove an individual user or clear the whole CC box but doing any of these still sends the agents responded to the user you removed/cleared in the CC box. To me this is wrong and if you explicitly remove a CC it means you don't want them to receive the response for whatever reason much like an email this could prove very costly and the response should only go to visible addresses on the agent's reply. If the requested then reads the CC then yes it should reappear. If this is by design then you should not be able to remove the addresses in the CC box.Is anyone else aware of this as I've been using Fresh service for 3 years and I was unaware of this?

3
T
Community Debut
4 years ago
T
Contributor
ttubbsContributor
posted in Freshservice

Display Year on Warranty Expiry Date for Assets

When reviewing the warranty expiration date on an asset, the year is not displayed.Please display the Year to this date field.

1
T
Community Debut
4 years ago
S
Contributor
sanjeev.ncContributor
posted in Freshservice

Useful help text in Incident forms to help your users make better choices

It's very hard for end users to actually determine the right impact and urgency in an Incident form. A part of that is because they don't really know what "Low", "Medium" or "High" means. In their world, everything could be high.Here's a code snippet that'll add useful help text just beneath your ticket fields. Something like this. It might help your end users make the right choice.Here's how you can get this on your Self Service portal. Place this code snippet under Admin -> Helpdesk Rebranding -> Layout & Pages -> Portal Pages -> New Ticket AFTER the existing code snippet. I'd recommend doing during non business hours to test it out.  Hope this helps!Here's the script:<script> jQuery(document).ready(function(){ jQuery("#s2id_helpdesk_ticket_impact:visible").livequery(function(){ jQuery(this).append("<h4 id = 'impact_help_text' style='padding: 5px;'> </h4>") }) jQuery("#s2id_helpdesk_ticket_urgency:visible").livequery(function(){ jQuery(this).appe

6
TedK
Community Debut
1 year 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
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
R
Apprentice
rickoberholzerApprentice
posted in Freshservice

Activation E-mail

How do I re-send an activation e-mail or do I need to reset the requester's password.Thank you

1
M
Contributor
4 years ago
M
Contributor
mary.georgeContributor
posted in Freshservice

Spotlight #1 - Chat and Collaborate Instantly with Team Huddle

If you’re wondering how your team collaborates with other departments and if the answer is “somehow” with a shrug, that’s not good enough. This is why Team Huddle is here. It ensures collaboration among agents without having to actually leave your helpdesk. Wanna know how? Let’s dive in...How does team huddle aid agents in your firm?With the discuss button /team huddle agents can swiftly chat and collaborate with other fellow agents by just @ mentioning the agent/team on the ticket page.You can also highlight any part of the ticket to start a discussion.You can check if agents are online/offline in your conversation.Oh, and don’t worry, we make sure you’re notified in-app and via email every time when there’s a new message and when you’re tagged in a conversation.Let’s take a look at a few scenarios where you can use Team Huddle.Ask the Experts:The IT service desk works on a multi-tier support hierarchy and in case there’s a bug fix Alex (L1 Agent) can’t resolve, he can immediately dis

9
C
Contributor
4 years ago
J
Apprentice
jebieApprentice
posted in Freshservice

Jotform mails no longer being added as tickets

Hello,Today i changed all of our helpdesk mails from @randomdomain.be to @domain,beThe moment i did this all our Jotform mails that where getting added as tickets before the change, suddenly stopped being added as tickets.Now my question is how do i fix this?I tried forwarding the mails i get from jotform back to our support email but nothing happens, when i forward it to my personal work email and forward it then again to our support email, it then creates the ticket.anybody able to help me with this or had a similar problem?

1
T
Community Debut
4 years ago
A
Apprentice
aaron.ebertowskiApprentice
posted in Freshservice

Service Request Details through the API

First, I can connect to the API and that works great. I'm able to pull ticket details, but I'd like to use the information collected to execute some immediate remediation to an incident, or, as I'm trying to do now, use the data collected from the Service Catalog to automate a deployment. As I said, I'm able to query the API and get ticket details. They come back as follows: cc_email : @{cc_emails=System.Object[]; fwd_emails=System.Object[]; reply_cc=System.Object[]; tkt_cc=System.Object[]} created_at : 2018-10-10T14:38:22-05:00 deleted : False department_id_value : display_id : 12250 due_by : 2018-10-11T14:38:22-05:00 email_config_id : frDueBy : 2018-10-11T13:38:22-05:00 fr_escalated : False group_id : id : 3009609626 impact : 1 isescalated : False notes : {} owner_id : priority : 2 requ

11
kehsoon.yong
Community Debut
7 months ago
P
Contributor
prithi.pillayContributor
posted in Freshservice

User Authentication - Word/phrase

HiWondering how other users authentication users when providing support, in particular over the phone?We have authentication word/phrases which are currently saved in a spreadsheet and agents look up a user.We would like to add this into Freshservice - our initial thinking was to add as a custom field in Requestor details, however, there doesn't appear to be a way to display this in Form fields for the Support team, so they can see as they are logging the ticket. The agent has to have a secondary tab for FreshService to look up a requestor which is no better than the spreadsheet really.Wondering if others have a user authentication process and how they have implemented into FreshService?

2
P
Contributor
4 years ago
S
Contributor
stephen.shephardContributor
posted in Freshservice

API V2 Feedback

I've been trying to use the V2 API for data extraction, and wanted to provide some feedback. First, it's great that you've increased the ticket page count to 100 - it results in far fewer calls.Problems/Frustrations I've had:1) no time entry detail in V2, which I've mentioned in direct support ticket, but would like to reiterate that I feel this is an important feature considering how important time is. It's not enough to have integration with accounting software, as the direct time entry detail is important for operational reports and I'd rather be getting this directly from the system of record. Can I suggest that you add an API method to retrieve all time entries with their parent ticket id, with paging of 100 at a time, and a filter on created or updated date? The v1 API allowed requests for time entries if given a ticket ID, and this requires an API call per ticket, which was/is very inefficient. 2) ticket lists return merged tickets (children) with no discernable way to identify

3
rajagopal.baladhandayutham
2 years ago
G
Apprentice
g.brittonApprentice
posted in Freshservice

Analytics Top 5 Users widget

HiyaI wonder if anyone has been playing with the widgets within Analytics and have found a solution for the brick wall I have hit.I was able to create a widget to show the Top 5 Users who have logged the highest number of tickets, however, if I attempt to add in filters to show what these users have logged the tickets for (i.e. item category etc), the names of the users change to the top 5 who have logged tickets in specific categories.I tried just showing the ticket information for these users but the tabular data always shows all users no matter the filter you put on.Any ideas? I'm out of things to try.

0
G
Apprentice
4 years ago
R
Apprentice
rick.lyonsApprentice
posted in Freshservice

End User Guides

Anyone know where I can find end user guides that I can customize and use in the faq/solution section of our help desk?How to create a ticket via email or the portalHow to track ticketsHow to create service catalog requests (found this one)How to track service catalog requestsEtc...? 

1
T
Community Debut
4 years ago
K
Apprentice
kelly.scottApprentice
posted in Freshservice

Alignment for Asset Locations

Hi,The alignment of locations is quite annoying to look at. Presently things do not line up in a sensible way. An example is attached.It would be good if everything lined up in an organised fashion.

2
M
Contributor
4 years ago
D
Apprentice
danielmApprentice
posted in Freshservice

Using Webhooks within Workflow Automation using API v2 with Freshservice

It took me a good deal of time to work out all the kinks in using Webhooks inside Freshservice workflow automation. I am surprised they don't have the option to create a ticket/child ticket built into the workflows already, but then again they are missing a lot of conditions/actions that should be available there. I found some documentation from several places that helped, some from Freshdesk API documentation, some from Freshservice API documentation, and some from some external sites. The fields required are all different between API's and Freshdesk and Freshservice from what I can tell. Using v2 of the API on Freshservice I still do not see a way to automatically create a child ticket linked to the original ticket. I found a field called "parent_id", but this field does not work with v2 API.To anyone that is not a programmer I suggest getting a program called SoapUI, this is what I used to test and find out what fields work and what do not, as there is not real way to see what

1
efhwl8566
Community Debut
8 months ago
K
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

0
K
Apprentice
4 years ago
T
Contributor
ttubbsContributor
posted in Freshservice

Unable to create ticket with API v2, Validation Error on Unused / Not Required Field

We're doing some tests to see about creating tickets in Freshservice via the API. However, when doing so, we're receiving a validation error.The code we're trying through the terminal is as follows:curl -v -u APIKeyHere:X -H "Content-Type: application/json" -d '{ "description": "Testing creation of a ticket via the Freshservice API", "subject": "[TEST] Ticket creation via API", "email": "existing-contact@email.here", "priority": 1, "status": 2 }' -X POST 'https://domain.freshservice.com/api/v2/tickets'APIKeyHere = my API Key as obtained through my profile in Freshserviceexisting-contact@emai.here = Email Address of an existing contactdomain = our Freshservice subdomain nameWhen I run the above command, I receive the following error: {"description":"Validation failed","errors":[{"field":"department_id","message":"It should be a/an Positive Integer","code":"missing_field"}]}Looking through the API v2 documentation, "department_id" is not listed as a required field. This particular contac

1
G
Contributor
4 years ago
P
Apprentice
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

1
J
Contributor
4 years ago
D
Apprentice
dleeApprentice
posted in Freshservice

Export the Ticket Description data for reporting purposes

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

0
D
Apprentice
4 years ago
D
Apprentice
dleeApprentice
posted in Freshservice

Assigning fields based on requester (email address or user)

Assigning fields based on requester (email address or user)Is there a way to automatically set priority, groups, agents, etc... for tickets coming in by the requester field (specific email or user)?

2
D
Apprentice
4 years ago
P
Apprentice
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.

1
G
Contributor
4 years ago

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