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- 1,804 Topics
- 5,203 Replies
User Creation Failing?
Good afternoon all!We are trying to tie our on-prem AD with Fresh Service for employee onboarding. Unfortunately I can’t seem to get around an access is denied error. I think it’s coming from the fact it’s trying to place the new user in the user OU, and not where we normally have it, but not 100% sure if that’s the issue. For testing, I want it to go to company.com->Company Users → Information Technology Bucket. I am relatively new to PowerShell, so tried adding “OU=CompanyUsers,OU=Informationtechnology,DC=Company,DC=com” to profile path to change where it’s sending it to, but still no luck. What can I do to improve?Thanks for any insight or knowledge!
Search tasks (Ticket)
Hello all,as far as I understand from reading is that it is still not possible to search on (ticket) Tasks.We use the option Task a lot. A series of tasks creates a solution for a ticket.But if you can not search on task attributes what is the use of these tasks then?I hope I misunderstood and it is possible to search for tasks. (Note: Not PROJECT tasks!!)Regards,Eric
Service Transition in Freshservice
How do you manage Service Transition in Freshservice?We want to introduce Service Transition, and ideally have a checklist of items projects need to complete prior to transition to service, then i would like to attached this transition to the Change (implementing) the application. I wondered if anyone is doing anything similar?
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
Issues with ITSM and IT support language?
I’ve just been reminded about how much I don’t like the term “ticket deflection” in IT support scenarios. It always makes me think that customer/employee/end-user requests are unwanted rather than that self-help is the quickest and easiest way for them to receive what they need. It’s like the IT service desk is stating “go away, we’re too busy for this.”What do you think about the term and which others make you think that their use misses the point of ITSM and IT support? Please share as a response.
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 ?
Loving the change in ticket view but Display Department Properties has dropped to the bottom
Hi @rashmi.nag -- Like the title says, I am loving the change in ticket view - righthand sidebar (with its own scroll bar) stays locked while conversations scroll by and I don’t lose sight of the ticket properties.My 1 and only concern right OOB is that my favourite marketplace app Display Department Properties has dropped right down to the bottom of that righthand sidebar.Is there a way to get it back to the top? Thanks!Bryn
How to show all Services (IT Operations) attached to a software
Hi,Is it possible to see all the Services (created inside IT Operation) that are attached to a certain software? I have created it this way: SERVICE runs on SOFTWARE But we have more than one Service covered by that software, so I’m wondering how and where I can see that. I was hoping that different Level in the relationship map will show that, but they don’t.Also I have attached various companies to that Software, in this way: SOFTWARE used by COMPANY Nowhere I can see the full picture, like the software serves different services and the software is used by those companies.My hope is to map SERVICES to SOFTWARE to COMPANYHopefully it’s somthing you guys can help me with. Thanks in advance.
Create A default Ticket View For approvers
Hello,I would like ot create a ticket view for the approvers that is their default view. I want it to show all tickets they must approve still. Then I would like a second ticket view that shows approved tickets. Lastly, how do I add this to their views but no one else's? Thank you
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.
Freshservice - Forwarding a ticket - How many replies are sent?
Hello,According to this page (https://support.freshservice.com/en/support/solutions/articles/154961-forwarding-tickets-to-a-third-party), when forwarding a Freshservice ticket:Now, the ticket would be forwarded to the recipient from your support email address along with the latest replies.Do someone know how many replies can be sent?We had a case (ticket with a few exchanges between the Requester and the Agents involved) where the original message was not included when forwarding the latest reply via email.Thanks.
Main Admin can't see tickets or anything anymore
Hi,I was experimenting with admin permission and removed the main admin from the IT Workspace.I believe with that I lost the necessary roles to view tickets etc.When I re-add myself to IT workspace nothing happens as I cannot give myself Roles? How am I supposed to give myself permission then? It says user cannot give roles to himself but I only have one, main admin? So once you remove a permission or role from the admin you cannot re-add it again?Can someone explain this to meKind regards,Josip
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.
PagerDuty Integration: Close Incidents
I'm leveraging the PagerDuty integration to send SMS notifications to my team. The integration works great to create incidents that I can configure for custom notification schedules. I've set up Dispatch'r rules that send to PagerDuty on Incident Creation and Incident Closure. Here's my problem: The communication to PagerDuty isn't anything other than "create incident". If the ticket is updated in any way in FreshService, such as moved to a different Status, Priority, or even reclassified as a Service Request, PagerDuty doesn't get notified. Conversely if I acknowledge the incident in PD, FreshService doesn't get that update at all. Is there something I'm missing or is this the best there is?
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