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  • 1,689 Topics
  • 4,763 Replies

1689 Topics

J
Apprentice
jtsombakosApprentice
posted in Freshservice

Problem calling API

Trying to update a Change ticket through the api, but if I try to update a custom field, I'm just getting a 500 error (as someone else mentioned, more error info would be a huge help - "It Is Broken" is useless).If I do a PUT request, but not include the custom fields, it works fine:curl -u <myaccessID>:nopass -H "Content-Type: tion/json" -X PUT -d '{"itil_change":{"subject":"test only - please ignore!!!!"}}' http://mycompany.freshservice.com/itil/changes/86.jsonBut if I include the custom fields, I get the 500 error:curl -u <myaccessID>:nopass -H "Content-Type: tion/json" -X PUT -d '{"itil_change":{"subject":"test only - please ignore!!!!","custom_field_values":{"tfs_backlog_link_6513":"www.google.com"}}}' http://mycompany.freshservice.com/itil/changes/86.jsonAnyone?(Yes, I emailed support, but figured I'd try here too)Thanks.

4
rajagopal.baladhandayutham
6 years ago
B
Contributor
bzwartContributor
posted in Freshservice

Approvals

Hi there, we have reviewed the documentation and trying to better understand how approvals work.  Is there documentation that explains in detail what an approval can do or can't do? For example, in the following dispatcher rule detailed in the attachment, What exactly will the approval be doing to this service request?  With my test account who is an agent I can see the ticket is created, I can access it, I can see there is a pending approval which has not been approved, what seems confusing is as an Agent I can still edit the ticket, resolve it, etc.  Is there any Validation the approval can perform for example "TIcket can't be resolved until approval is approved"?

1
rajagopal.baladhandayutham
6 years ago
P
Apprentice
paul.wrightApprentice
posted in Freshservice

Webhooks Fail to Run

Hi, I haven't been able to track down any information on my own about this, so no one must be having an issue. I tried to create a dispatch rule to take a ticket with a subject starting with CHN and launch a webhook POST to create a change request. The webhook doesn't appear to run at all, I can set any other number of options to modify the ticket and everything works, just not anything as a webhook. I have created a POST using the link below https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I have tried the following * No authentication, API Auth, User Auth * Different trigger options (Sender, Subject) * Changed rule to set a different custom field (source) and a Supervisor Rule to generate the Change

1
J
Community Debut
6 years ago
T
Apprentice
teifelesApprentice
posted in Freshservice

Troubles with MS Edge

HelloThe tickets filter panel (on the left) not visible in MS Edge browser.

5
P
Community Debut
6 years ago
R
Apprentice
ratkinsApprentice
posted in Freshservice

Change Ticket ID number

Whenever a ticket is submitted it is numbered with an #INC: followed by a number.Is there any way to change where it says "INC" to something else?

3
T
Community Debut
6 years ago
R
Apprentice
robert_14654Apprentice
posted in Freshservice

sorting on the assets screen

when sorting by Used By on the assets screen there are 2 dieffernt issues 1. when sorting alphabetically by name and first names are the same the last name doesnt appear to be looked at to finish the sort ie these do not appear in complete alphabettical order John Litrio John Jiang John Stevens John Neil Hester 2. if filtering via the search box and then sorting Used By you are sorting by first and last name so result look like this Demetrius Adger *** Aileen Smith Alan Rubilar Theodros Alemayehu *** Alynne Landers those marked with *** are sorted by last name not first name

1
T
Community Debut
6 years ago
M
Contributor
mike_12460Contributor
posted in Freshservice

How Exactly Reports are Calculated

With the helpdesk at a glance there are a number of categories such as average response, average first response and average resolution time etc. I don't quite understand how some are calculated. Average first response is the first time we reply to a ticket (not a note etc)  Just like to fully understand how they are calculated and how sometimes they slip so I can explain reasons to end user clients. Also the received tickets, resolved tickets and backlog tickets don't always add up.

2
M
Apprentice
6 years ago
M
Apprentice
mike_13264Apprentice
posted in Freshservice

Unicode in usermames

Hello from Russia! We are have permanent problems with resolve cyrillic symbols in usernames, who send request by email. For example, name "Польский Артем"  look like "=?UTF-8?B?0J/QvtC70YzRgdC60LjQuSDQkNGA0YLQtdC8?=" - see attach. I think this applies to the Chinese symbols, and others. Please, check it and resolve. If possible, repair the incorrect names in the database as well. If this field contains "=? UTF-8" means you can it change! I do not want to do it manually. Cheers!

1
J
Community Debut
6 years ago
M
Apprentice
mike.celoneApprentice
posted in Freshservice

Question about Managed Assets

We are looking into FreshService for helpdesk and also asset management.  If we were to import our assets into FreshService but not use the agent or discovery probe would these still be considered "Managed Assets" and subject to being charged for them.  The KB article I found isn't clear what happens if you don't use the discovery probe or agent and import your assets manually. We have internal software for managing our assets already but would like to import this information into FreshService on a regular basis.  I understand we could negotiate a lower cost for managed assets but I don't like having to pay a fee per month for each asset in teh database.

1
M
Contributor
6 years ago
M
Apprentice
mschwartzApprentice
posted in Freshservice

Help automating new tickets

We are new to freshservice (still technically in the trial period) and are trying to figure the best way to automate tickets coming in to the queue.  We have multiple offices and would like to have a local agent be assigned the call.  We have setup multiple agent groups and dispatch'r rules to assign the ticket to the correct group based on the requester's location.  The problem is that we also want to automate the category, priority and other info, but once the first rule is applied the other rules don't process.  We we just wondering if there is a better way to handle this situation.Thanks,Mark

4
R
Contributor
6 years ago
A
Apprentice
apulidoApprentice
posted in Freshservice

Stuck at Guru level

When you set a agents level manually you cannot reset back to a lower level. Does anyone know a work around? 

2
J
Community Debut
6 years ago
A
Apprentice
apulidoApprentice
posted in Freshservice

Slack integration breaks IOS app

The slack integration for fresh service breaks the ios app. I spoke with slack support and there is apparently a known bug in slack in which if a bot sends too many large messages the ios app becomes unstable and crashes. I recommend that an option be added to shorten the email messages that are created from tickets. such as removing email signatures or just adding a shortened message.  

1
J
Community Debut
6 years ago
E
Apprentice
egiblockApprentice
posted in Freshservice

api examples ?

i'm wondering if there is a way to create an html page that will read data from the fresh service site and pull items like Open, On Hold, and average resolution time so we can display the information on our company intranet share point page. i know this can be done using API calls, but i read through http://api.freshservice.com/#introduction and still confused.   i would just need some html examples. thanks

1
R
Community Debut
6 years ago
B
Contributor
bedelmayerContributor
posted in Freshservice

Anyone using the CMDB for large numbers of assets?

My question is very straightforward: I'd like to know if anyone's using the FS CMDB to manage assets. If so, in any significant number of assets?I need about 2500 assets. That's $600/month or $7200/year.For less than $7200, I could buy a nice unlimited user license of a dedicated inventory tracking system like WASP Barcode Management. Ongoing service and licensing is a few hundred a year; under $500.So, given that information, is anyone using FreshService's CMDB to track assets, and what was the value add for you?Thanks much!

1
C
Contributor
6 years ago
T
Apprentice
thafoxrayApprentice
posted in Freshservice

Freshservice Discovery Agent

So I installed the Agent on 2 computers and noting appears in my Asset list. So I started to check the installation and it seems that there is a conf and settings file, but no information regarding the the account nor proxy is filled in. I am not sure how this agent could know what server to contact.

1
J
Community Debut
6 years ago
D
Contributor
deborah.stricklandContributor
posted in Freshservice

Add # of Views for Article Listing (same as Freshdesk)

This feature is in Freshdesk but now that we switched to Freshervice I see it's not there. I run visitor analytics monthly and part of that is tracking # of views for our 200+ articles.  The two products are very similar I was surprised this item was missing. Attached image shows the article metrics for FD v. FS.

1
D
Contributor
6 years ago
A
Contributor
abey.elsheemyContributor
posted in Freshservice

Announcements Notifications

Do we have any option to notify all requesters that there is a new announcements ?As they don't get notified unless they logon the system and check the announcements manually

8
C
Contributor
6 years ago
E
Apprentice
ehynesApprentice
posted in Freshservice

VIPs

We have certain customers who we need to treat as VIPs. When the team are logging calls it would be very useful to have an indication that the person is a VIP.In the contacts form we have created a checkbox that can be ticked to highlight the contact is a VIP.How do we get this checkbox onto the new incident form so when the requester details are added the checkbox is ticked if they are a VIP. Similar to the way the company field is updated.

1
E
Contributor
6 years ago
O
Apprentice
oliver_14249Apprentice
posted in Freshservice

Wordpress and the FreshDesk plugin

Hi chapsDoes the Wordpress FreshDesk Official plugin work for FreshService?I want people to be able to view the tickets and KB from our website.Olly

2
K
Contributor
6 years ago
R
Apprentice
rob_miglioreApprentice
posted in Freshservice

Integration with Datadog

What's the best way to integrate with datadoghq.com?  It supports webhooks to alert when a metric alert is triggered.  Ideally I would just be able to specify a webhook per agent group or something like that. Alternately, I can just give Datadog my Freshservice support mailbox to send the alert to and have it create an incident from there. 

1
P
Apprentice
6 years ago
A
Apprentice
andrew.coxApprentice
posted in Freshservice

Incident resolution categorisation

I'd love to know how other people create and track data on the underlying cause of incidents.I've come from an environment where we logged the reason for the incident at the point of resolution, eg:People - training needInfrastructure - server / network / client hardwareApplication - bug / crashI can't see any way of achieving this in FreshService

1
C
Contributor
6 years ago
S
Contributor
scott.hardwickContributor
posted in Freshservice

API and Assets

Has anyone been able to utilize the API to update the asset tag, warranty, acquisition date, warranty expiry date, and cost of computer CIs?If so, can you please share how you formatted the request?I have put in a ticket to support last week but they are apparently still investigating.Thanks!Scott

3
G
Contributor
6 years ago
S
Apprentice
support_13369Apprentice
posted in Freshservice

Integration with Wordpress

Hello All;    I have installed the Wordpress plugin and I am working on creating my support site for my clients. My question is; how do some people (like ElegantTheme) for example integrate their forums within their website? Can someone point me to how this is accomplished. I am pretty technically inclined; but I do not want to reinvent the wheel. If anyone has suggestions or how to start on this path, please let me know.Thanks,Tamer

2
M
Community Debut
6 years ago
N
Apprentice
naughtonApprentice
posted in Freshservice

Reassign group when sla violated

I've tried multiple combinations of dispatcher, SLA, Observer and Supervisor rules and can't seem to accomplish what I want, but maybe I'm overlooking something?I'd like to have all new tickets be assigned to our "Help Desk" agent group.  No problem, I did that through dispatcher.  However, if no one in the help desk works the ticket within a half hour, I want to automatically re-assign the ticket to another agent group based on the requester's department.  I can do that through Supervisor by setting a rule to reassign the agent group if no agent interaction has occurred.  But I need this to be done more frequently than the hourly Supervisor runs.Is there some way to accomplish this that I'm missing?  The closest I've come to is to set the SLA notification to email all the members of the Group to which I want it to be reassigned.  But I don't want to have to email all the agents in that group every time this occurs.  Thanks for any help!

0
N
Apprentice
6 years ago
B
Contributor
bongardinoContributor
posted in Freshservice

Changing the satisfaction survey clipart

Hello- Our customer satisfaction survey looks like this : But when I receive that survey from Freshservice support agents I work with, it looks like this How can we change it so it looks more like yours? I don't see any options in Admin > Customer Satisfaction Settings

0
B
Contributor
6 years ago

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