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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.

  • 1,688 Topics
  • 4,763 Replies

1688 Topics

S
Apprentice
sumanth_paraApprentice
posted in Freshservice

Node.js Deployment steps request

Hi Team,We have been working on integrating freshservice and JIRA tools. Everything is working well but the attachments from freshservice are not uploading to JIRA. So we have implemented a node.js application in our virtual machine server which will help us in moving the files from freshservice to the virtual machine and from that machine we are trying to move the files to the JIRA. The application is ready but we got stuck at deploying the Node.js application in our companies virtual machine server.So we are requesting you to share us the steps involved in deploying the Node.js application in a VM server.Kindly let us know if you have any queries. Thanks.

0
S
Apprentice
8 months ago
J
Skilled Expert
je.aagSkilled Expert
asked in Freshservice

Best Practice for setting up assets across multiple locations

I see there’s no way to have custom fields for Locations, so what’s the best practice for showing what systems are running at different locations.  E.g. 100 sites run SystemA, 50 sites run SystemB, 50 sites run SystemC.  We have 2000 users across all these sites.  So, if I build all 200 sites as locations, do I have to build 100 of the same exact software asset in the Inventory object and then assign all 100 to an individual site?  That feels extremely inefficient so I have to be missing something somewhere.  There has to be a way to build a single asset, assign it to multiple locations, and then assign users to those locations (Right??  Someone please say “yes!”).  

0
miakhalifa
Community Debut
10 months ago
J
Apprentice
jered.ortlipApprentice
asked in Freshservice

iOS App - Add Cc for requesters

We have a number of employees in the field who use Fresh Service’s iOS app to submit tickets and service requests. Those requesters have been unable to “Add Cc” when they submit a service request through the app. The field for Add CC shows when they are submitting an incident ticket, but it does not show for service requests. These same users are able to log in on a laptop and have the option to Add CC, so the issue seems to only exist in the app… specifically with requesters because agents have the option to Add CC on a service request in the app. Does anyone know of a setting or something we may be missing? We do have the box checked in Admin > Field Manager > Form Fields. 

0
J
Apprentice
8 months ago
icedeno
Apprentice
icedenoApprentice
asked in Freshservice

Update ticket view in Slack servicebot

We just installed the slakc service bot and the Tickets view defaults to “New & My open tickets.” Does anyone know if this can be changed a ticket view that I created in Freshservice? 

0
icedeno
Apprentice
9 months ago
M
Apprentice
maciek.pApprentice
asked in Freshservice

Freshservice sesstion timeout is not working

Hi, we are using Freshservice (Garden plan) and we are experiencing issues with session timeout feature (Admin > Security) not working correctly. Well, not working at all actually. Turning it on, off, changing values does not change its behavior, agents are timed out after about 5 minutes of inactivity and we would like to prevent that. Is there any way to remediate this?

0
M
Apprentice
10 months ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

"AI for ITSM" statistics?

I’m looking at running a new survey on AI use case adoption in ITSM (to update what we have for early 2021). Would this be helpful or is there another ITSM area that deserves some insight into what people are actually doing? Thanks :)

0
manns
Skilled Expert
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Big isn't always "better" with ITSM

One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)

0
manns
Skilled Expert
10 months ago
T
Contributor
tony.sContributor
asked in Freshservice

Can end users have the same search experience like our agents?

Hey, one of our end-users asked about a way to search in his old tickets including their bodies. I know this should be technically possible because as an agent my searches always include also the tickets contents. In the support portal on the other hand there is only the combined search for tickets, solution articles and services. Using this search does not include the tickets contents but only their subject (which doesn’t help if you have 50 service request tickets with the same subject)Right now, when he needs to find an old ticket he calls me, I do the search for him in the agent portal and tell him the ticket id. I’d like to find a solution which gives him the ability to perform such a search on his own without having to export all tickets as csv first.

0
T
Contributor
9 months ago
f.chalissery
Apprentice
f.chalisseryApprentice
asked in Freshservice

Verifying webhook authenticity

Is there any way to verify the that a Workflow Automator webhook request is actually coming from Freshservice? For an example of this see: https://developer.zendesk.com/documentation/event-connectors/webhooks/verifying/

0
f.chalissery
Apprentice
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Current ITSM Opportunities and Challenges

Here’s something I recorded with @BarclayRae at the SITS event here in the UK. I think we covered quite a lot of ground as to what service management pros should be focused on: https://www.youtube.com/watch?v=gBvA85MbYCc&ab_channel=EnterpriseDigitalPodcastBut what did we miss?

0
manns
Skilled Expert
8 months ago
M
Skilled Expert
MichaelS24Skilled Expert
asked in Freshservice

Logged in Agent Placeholder?

Hello!Any way to use current logged in agent as a placeholder for responding to tickets in FreshService.For use in system reply template + canned responses. Small team so we will often reply across tickets without the need to change agent.Cheers,Michael.

0
M
Skilled Expert
8 months ago
ajwa
Apprentice
ajwaApprentice
asked in Freshservice

Run automation workflow on specific date?

Matt HTop Contributor 4 repliesIs it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

0
ajwa
Apprentice
9 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

SSH to linux server

Hello, Looked at the SSH app and say that I need a Orchestration Server.Due to cost I use linux servers and looking for a way to ssh to them. Is there a Orchestration Server for linux or can the app talk direct to a linux server? 

0
Daniel Söderlund
Skilled Expert
8 months ago
J
Apprentice
jmcmahan15Apprentice
asked in Freshservice

Time-release ticket creation

For offboarding tickets, we have several tasks to complete.  Some are same day, and others are a month or two out.  Anyone know of a way to time-release a ticket for a specific date, and have that tie back to the original ticket?

0
J
Apprentice
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What do you want to get from ITSM events?

I spent the last two days at an ITSM event here in the UK. I had grand plans about sitting in on educational sessions and speaking to technology vendors about their new ITSM innovations.However, I spent most of my time simply talking with people - both old and new acquaintances - about what they’re seeing in the ITSM space. It definitely didn’t follow my plan for the two days but I can’t help think it was the best use of my time there.So, what do you want to get from ITSM events and do you usually have these expectations met? I totally appreciate that you might not have attended a physical ITSM event since 2019 too :)Please share your thoughts as a response.

0
manns
Skilled Expert
10 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

XLAs

It’s hard to be in the ITSM space and not come into contact with people talking or writing about experience level agreements (XLAs). Anyone already adopted them or planning to?I’d love to hear what is and isn’t working with XLAs  (or even if this is another example of the industry focus being way ahead of the real-world interest). Thanks.

0
manns
Skilled Expert
9 months ago
G
Apprentice
GarethCApprentice
asked in Freshservice

Workflow automator & onboarding requests

Hi, Is there a way to use the id of an onboarding request to use as a placeholder in workflow?  Using an endpoint of https://host-fs-sandbox.freshservice.com/api/v2/onboarding_requests/{{ticket.id_numeric}} in the web request returns the ticket id rather than the “id” of the onboarding request. My goal is to retrieve the employees start date from the onboarding request field cf_start_date to update the Due Date of the ticket. Is this possible? Thanks

0
G
Apprentice
9 months ago
R
Skilled Expert
RichardRSkilled Expert
asked in Freshservice

Duplicate tickets challenge ...

Hi,We are a MSP in the network infrastructure field and provide Incident and Change support to our customers by using Freshservice. The 24x7 support is delivered to our customers in collaboration with a partner. With this partner we agreed on a financial model to charge us per ticket. The challenging we are now facing is the high number of “duplicate” tickets generate by our provider. When there is an issue with an internet circuit our provider is proactively informing us by sending a mail to our support mailbox. The issue now is that for every update or change in ticket status a new ticket is generate which has an impact on the bill towards our partner. See attached screenshotWe’ve reached out to our ISP to see if there is anything that can be changed of their end but that is unfortunately not possible. As the subject is always the same format. {provider ticket id} + {circuit id} + { customer reference } I tried to solve this with the workflow automator but since the API doesn’t suppo

0
R
Skilled Expert
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Sustainability and IT?

You can’t help notice the increased corporate-level focus on sustainability (and its importance to being a socially conscious company). But has this impacted your IT activities yet? Or have you taken the lead to ensure that your IT organization is fully prepared for the inevitable corporate call?Please let us all know as a response. Thanks :) 

0
manns
Skilled Expert
10 months ago
Anusha
AnushaCommunity Manager
posted in Freshservice

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 

0
Anusha
8 months ago
M
Apprentice
mbronsonApprentice
asked in Freshservice

SCCM Integration - Stale Asset Information

Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!

0
M
Apprentice
9 months ago
B
Skilled Expert
BobbyBMoreSkilled Expert
asked in Freshservice

Analytics for Service Catalog and or Purchase Order

Hi -I am looking to have an analytics dashboard for Service Catalog requests and/or Purchase Orders.  I see the out of the box dashboard “Purchase Orders Overview” but that is very high end.  I need:Spending total per employee by month Spending by employee per item/per month.  For example, Jane Doe spent $232 in June on medical kits and $43 in July Total money spent on all items within a bundle by quarterIf I have the above three, I can complete the rest.  I just don’t see an obvious way to set this analytics reporting up out of the box.  Is scripting needed?Thanks 

0
B
Skilled Expert
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Bodies of ITSM Best Practice Guidance?

I’m just writing something on the main bodies of ITSM best practice guidance - to highlight that while ITIL is the most popular guidance globally there are alternatives.I’m including COBIT, FitSM, ISO/IEC 20000, IT4IT, and VeriSM but it wouldn’t surprise me if some of these are “unknowns” still.So what do you currently use and what have you previously tried but moved on from? Please share via a response :)(I totally appreciate that there are other guidance sources but when writing 1600-2000 words one has to draw a line somewhere.)

0
manns
Skilled Expert
10 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
posted in Freshservice

Ideas and projects with Low Code / Uiflow

Hello everyone,  I think we should have a thread about Low Code/uiflow. Ideas what to use it for? Already plans / projects ?  

0
Daniel Söderlund
Skilled Expert
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Freshworks IT Service Desk Benchmark Metrics Discussion Recording

The discussion on IT service desk metrics and the Freshworks benchmark data is now available:  

0
manns
Skilled Expert
8 months ago

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