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- 1,783 Topics
- 5,134 Replies
Why is my Parent Ticket showing as an Incident?
Hi,I have been using the Onboarding module for a while now and to get a picture of how things look, I have also created a report.When I pull the report, all the child tickets are listed down the left (SR-xxxxx) and they all refer to their Parent ticket. So far so good, BUT the parent ticket always starts with INC-xxxxx, If you go into the Parent Ticket, it shows as SR-xxxxx Any ideas what is happening here?
issues where they lose their resolution project
any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t
signifigant lag in running scenarios
Has anyone noticed a significant lag in deploying scenarios on a ticket, like literally 10 minutes? It doesn’t happen constantly, but frequently enough to make an impact in my helpdesk’s productivity.Yes, I have checked the computers experiencing this, and verified the internet speed… everything is fine, and all other cloud apps are running smoothly.
Different Support Portal, solutions and Fields - is possible?
Hello, Is it possible to create different support portals depending on the organization? Each organization requires different tickets, solutions and fields. Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.
64 bit integer in Rest API
Hi Team, I am calling REST API place_request to create SR. Here I have a field which accepts user id. Here in portals we have 11 digit requester ID which fails in json as we have limit of 2147483647. Also this field only accepts integer and does not work with string. Thanks!
Initial Settings for tabs and reports...
Sorry I ask 3 questions at a time.If you know below answer, let me know.1. How to create a new report divided by business hours? 2. How to link incident tickets to knowledge base? I know problem tickets links knowledge base, but...3. When it comes to create a new report to see the numbers of tickets for each affairs, how can I do that? I already used tags.You don't have to answer all, but if you know one of them please let me know.Thank you in advance.
Update Inventory with Cost
We have a few thousand assets in Inventory. I would like to update the cost of some of the assets. I have a CSV with the Serial Number and Associated Cost. What is the best way to import the cost to the serial numbers in the list.Not all Serial Numbers are currently in FS, because this list is from Dell and it contains everything purchased in the past 3 years.
Webinar Recordings: Let's Talk ITOM
Did you miss the ‘Let’s Talk ITOM’ webinar campaign? No worries! The recordings can now be accessed on demand. Just grab some popcorn (or coffee), head over here, and sit back. Highlights:Webinar 1: Featured 2 demos showcasing unified incident management in Freshservice. Here’s a blog post covering the same. Webinar 2: Deep dive into On-Call Management – is especially ideal for Growth customers who, after the GA, have access to the module. Pro & Enterprise customers will get to know about all the enhancements since the Beta launch. Webinar 3: AMS 2.0 with easy onboarding, integrations, & intelligence – is great for grasping the multiple enhancements that now make the module a breeze to use. Webinar 4: Deep dive into Automated Grouping – is ideal for customers keen on AIOps. Remember, Automated Grouping is in Public Beta!Link to watch-on-demand page: Here
Re-open problem when new incident is attached?
We use problems to track larger issues, however, sometimes a problem is closed and the issue re-occurs. We would prefer that the agents just be able to associate the new incident to the problem and have the problem automatically change to the “open” status. I don’t see any automations that would help with this, but was wondering if any of you have solved this problem in your environments. Thanks,Greg
[Contest Alert] #ITMadePawssible with Freshservice
Are the mid-week blues taking over your day? We know a fun way to cruise through those blues. Paws-IT and beat that mid-week slump by taking part in our exciting event! Freshservice is celebrating "Take Your Dog to Work Day" on June 25th and we are organizing a special contest for all pet-parents and dog lovers out there. Here’s your chance to win a special goodie basket filled with treats for your canine companion. You will have to: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog Tag us @freshserviceapp with #ITMadePAWssible We will be announcing three lucky winners on June 28th. Hurry up and send us your entries by June 25th!
Asset Report Bugs
Unable to get any help from Freshservice on this, maybe the community can help. I create a custom report for Assets to filter by Company (running in MSP mode). Realize some things are incorrect so I need to update them. Save and Regenerate report again and the chart still shows old data but the tabular data is accurate. A chat support person tried to tell me custom report data only gets updated every 4 hours and yet my tabular data is up to date to the minute. Makes no sense. Is there any way to clear out cache or similar to get chart to update? Report exhibits same incorrect data when exported to PDF as well. Unfortunately no way to hide the chart completely. Also, in order to make my report actually usable I need fields like Serial Number, Warranty Start/End date but can't figure out how to add them to the report. Has anyone figured this out? The "add column" drop down says you can add up to 30 columns but it only provides a total of 17 columns to add, how do we add the others? If
Create SR with Application which has multiple Modules and Roles needed
Dear Forum users, We have a requirement where we need to use a ticket to handle each Application access with multiple Modules and each Module will have multiple roles. We tried to create the same using Service Request module, however three level multiple selection is not possible using FS.Application => Modules => RolesDo let me know if anyone got solution for this scenarion. Thanks JS
First Line Support vs Escalations
HelloWe have a first line of support and other teams as the below - Helpdesk : 1st line of support- System Admin , Voice & Network teams are higher tiers We here as Helpdesk must be the team who closing the issue/request with the requesters.But yet our reports being inaccurate as we assign the ticket to another group then when System admin as example complete their part it's being assigned to helpdesk again.Is there anyway to submit another ticket depending on this ticket to another tiers ?
Choosing an ITSM Consultant
It doesn’t matter whether you need a plumber or an ITSM consultant, it can be difficult to select “the right one” from all the potential options. I like Stuart Rance’s simple advice for this - “The best way to select an ITSM consultant is by word of mouth. Talk to people you know and find a consultant that has done good work for other organizations.”Have you used this approach? Or, just as importantly, have you used a consultant/consultancy firm that failed to deliver what you needed?Either way, it would be great to share some related experiences and advice among the Community - please add your experiences and comments as a response.
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.
Dispatch'r Question re; Company Name in Condition
Hi, When using Dispatch'r rules. Under Condition. If I select Company Name I have to type in a value. Does this value represent the names of the companies I have entered under Admin / Companies ? If so does this mean that any ticket being opened by a requestor that is listed against that company will met the condition? Thanks.
Random ADFS SAML Issues
Over the past few weeks we have had random SAML single-sign on issues. All of a sudden users will be redirected to the xxxx.freshservice.com/login/normal screen instead of their portal. In order to login they need to use their FreshService credentials instead of their AD credentials. We are not seeing anything in our logs and the problem will resolve itself shortly after the problem appears.Has anyone else been having issues?
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