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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.

  • 1,783 Topics
  • 5,134 Replies

1783 Topics

cassidycz
Apprentice
cassidyczApprentice
asked in Freshservice

SLA Policy for 1 Service Type

I have a service request called “New Reporting Request” and it is the only service item that needs an SLA policy of 30 days, regardless of Priority. I’m trying to create a specific SLA policy by using its Subject/Title by using Ticket Fields.Subject contains New. It’s not working though. Any ideas? 

1
cassidycz
Apprentice
7 months ago
P
Apprentice
PsaslonaApprentice
asked in Freshservice

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.

0
P
Apprentice
1 month ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Which ITIL processes/practices would you like to learn more about?

The ITIL 4 version of ITIL took ITSM pros and their organizations from 26 processes to 34 practices. But which are the ones you’d like to learn more about? General management practices Service management practices Technical management practices Architecture management Availability management Deployment management Continual improvement Business analysis Infrastructure and platform management Information security management Capacity and performance management Software development and management Knowledge management Change enablement   Measurement and reporting Incident management   Organizational change management IT asset management   Portfolio management Monitoring and event management   Project management Problem management   Relationship management Release management

0
manns
Skilled Expert
6 months ago
Josip
Apprentice
JosipApprentice
asked in Freshservice

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

1
eeha0120
Skilled Expert
3 days ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Freshservice - Purchase Order Tax Rate

Can we remove\hide the Tax Rate(%) column from the Purchase Details grid, so users aren’t confused by the 2 differentTax Rate% fields?  Users sometimes put the tax rate in both the column and in the Subtotal area, sothen the totals are all off.  We have a single tax rate for all purchases. 

0
M
Skilled Expert
1 month ago
eeha0120
Skilled Expert
eeha0120Skilled Expert
asked in Freshservice

Adding notes from Supervisor Rules

Hi team.At the begging I thought it could be a possible issue missing in my instance, but it seems it is a currently missing feature:From Supervisor rules, Add note is not available among the actions.I checked a previous question here dated 3 years long, but I couldn’t find a feature request myself, so, I’ve just created it:Does anyone have the same need ?Please vote on the request if so in order this enhancement could be added to FreshService.I can’t think of a technical reason why this feature is missing and is available only in Workflow automator. Thank you very much to all in advanced. Sincerely,Elvis.

0
eeha0120
Skilled Expert
2 months ago
K
Apprentice
katherinedsilvaApprentice
asked in Freshservice

Why eprocurement software is required for a business managment?

eprocurement software is an indispensable piece of business the board. It helps associations computerize and smooth out their acquire to-pay processes. By utilizing eprocurement programming, organizations can work on their main concern by decreasing expenses and further developing efficiencies.

0
K
Apprentice
6 months ago
Y
Apprentice
Yamuna BRApprentice
asked in Freshservice

How to setus Single password for all users in Freshservice tool

Hi Folks,For one of my clients , they wanted us to set us a same password for all of their requester so that when their requester are logging in to Freshservice account , tool shouldn’t ask them to put their email id & password..Is it possible to do the same in tool. And please explain us how does that magic link concept works in freshservice.

1
haleny
Contributor
1 month ago
L
Contributor
leigh.websterContributor
posted in Freshservice

Scroll bar on solution articles always shows

When viewing a solution article in the customer portal, it always shows scrollbars on the right and bottom even when they aren't required.The solution article shown below contains very little text and requires no scrolling. However, the scroll bars always show.

1
V
Community Debut
3 years ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

WFA fail to read Custom object

Hello, I have creates a integration with a external system for a customer. Use custom to hold the endpoint data and common used values in the API payload.Worked fine for some time, but the customer keeps getting failure where the placeholder from the custom object is empty. Anyone seen this as well?//Daniel 

0
Daniel Söderlund
Skilled Expert
4 months ago
marvin.bernardez
Apprentice
marvin.bernardezApprentice
asked in Freshservice

Will there be a Savinyt integration with FreshService?

I saw that there is already one available for FreshDesk. Are there any plans of making one for FreshService? 

1
Daniel Söderlund
Skilled Expert
4 months ago
niyaskc
Apprentice
niyaskcApprentice
asked in Freshservice

Project Task Restriction

Option to restrict actions on a project task  only to the assignee. Currently, anyone part of the project can even close the tasks assigned to somebody else. 

1
eeha0120
Skilled Expert
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

The latest HDI ESM survey data

These slides are taken from the 2022 HDI State of Service Management report:The 82% relates to the 45%The naming is similar to our 2021 survey with AXELOSThe involved business areas are similar to our 2021 data 

1
zachary.king
Skilled Expert
6 months ago
B
Apprentice
baApprentice
posted in Freshservice

Change module seems buggy

To me it seems like the Change module should get some attention. We use this module a lot, but I see the following problems with it: You can edit a change after approval Thats right, if an agent creates a change and the CAB board approves it, the agent can edit the change and the CAB board will not be informed or have to approve the edit - the change remains approved Changes stay open after approval If I filter changes on Approved and Open right now in our solution, I get 210 changes. These changes should be status=Closed and I cannot bulk change these - this is only possible with tickets. These are major issues for us.

1
T
Community Debut
5 years ago
thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in Freshservice

on-call schedules

Let me first say I really like this module and has been a cool feature.  A few more tweaks and it would be top notch.So, the responder tab is nice where other groups can be notified easily.  Downfall is that you cannot do it on the mobile app where quick actions take place most of the time for us at least.  It also leaves a gap in who owns the ticket because the second acknowledgement takes no action on the ticket like the first assignee assignment.We also setup custom emails within Fresh to accept tickets.  Our voicemail system emails a copy of the transcribed message to create a ticket, and workflow parses it to elevate to on-call.  We have two functions to the help desk for receiving/routing the ticket that has a metric and another function  to address it.  So, two tickets are created for the distinct function (only one group can be added to a ticket).  You would probably suggest to create a child ticket but once again that is not an option on the mobile app (once again, the place I

0
thisismebb22
Top Contributor
19 days ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Freshservice

Bomgar in Freshservice

Has anyone gotten Bomgar to work with Freshservice?I’ve followed the instructions for both Freshservice and Bomgar, but when we click on the Bomgar icon, we get this. 

0
michaelmartel
Skilled Expert
4 months ago
guidelagui
Apprentice
guidelaguiApprentice
asked in Freshservice

Ticket list

Please add the colomn Resolved date in the ticket. Ticket automatically resolve after 3 days for us.We all resolve the ticket and not using close. The close column is not really helpfull in the ticket list.

1
guidelagui
Apprentice
11 months ago
CountryCloudBoy
Contributor
CountryCloudBoyContributor
asked in Freshservice

Freshservice Intergation with Microsoft Sentinel

There was a thread on this question started over a year ago but no answer.  I am trying to setup integration between Microsoft Sentinel and Freshservice for a customer of mine.  We have the automation playbook setup using an example from another service desk logic app.  We are using the freshservice connector.  IT is asking for the username and password.  I am assuming this is an API username and password?  When trying an account and after creating an API Key for that account the connector still doesn’t connect.  Please check your account info and/or permissions and try again. Details: Please check your account info and/or permissions and try again. More diagnostic information: x-ms-client-request-id is 'A2FFE59B-BCD0-493A-9AA6-E1AF4AB16461'.

3
Daniel Söderlund
Skilled Expert
4 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Tasks to Dashboard

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.  Tasks can only be seen through the “My Work” section.  How can I add tasks to the Dashboard view?

0
S
Top Contributor
4 days ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Wellbeing in IT (and ITSM)

We published the initial results of this Wellbeing in ITSM survey yesterday. There are some interesting insights such as:88% of survey respondents think working in IT will get harder (at least for some roles) 67% of survey respondents state that working in IT has adversely affected their wellbeing to some extent three-fifths of employees prefer to be away from the office, while another fifth have no preferenceThe full set of initial results can be read here: https://itsm.tools/wellbeing-in-itsm-2022/

0
manns
Skilled Expert
7 months ago
W
Contributor
WAWPFContributor
asked in Freshservice

Submission requests not showing under Onboarding Requests?

Hello! I am trying to get the Onboarding form working for our users to use, but I am running into an issue that I would like to resolve before rolling it out. Once someone submits a request, they are directed to the ticket page and a ticket is created in our system. However, it they go to the Main portal home page and click on Onboarding requests, it says “Everyone’s on board!” and it does not show their submission, despite the fact that it is open. However, if they go to https://domainname.freshservice.com/support/employee_onboarding and click on Request in Progress, it shows up there. I think this behavior would be very confusing to our users, so I’d like to know how to resolve it before rolling it out.How do we make onboarding requests show up on the main portal page? 

1
Surbhi
Community Debut
25 days 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
7 years ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

What differentiates organisations as they improve their level of ITSM success?

As part of something being written based on AXELOS ITSM Benchmark Report data, the ITSM capabilities of organisations reporting their ITSM success either as “still much to improve upon” or “getting there” were compared.“The first, and unexpected, trend is that the organisations reported as having “still much to improve upon” predominantly have a higher level of ITSM capability adoption than those seen as “getting there”.” This potentially looks as though resources are being spread too thinly (across ITSM capabilities) in the organisations that rated their ITSM capabilities the lowest.This was followed up by the analysis of the “working well” ITSM capabilities in these two groups, which restored teh expectations between these levels or reported ITSM success:“...it’s likely the mid-tier “relative” increases that offer the best insight into the transition point between an organisation having “still much to improve upon” and “getting there”:•    Service request management +76%•    Service

0
manns
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Analytics report with interactive date range on each chart with filter created on XYZ

Hi everyone,I try to create a new analytics reports using the interactive widget, BUT with a date range AND each chart need to have this filter too: Created Date on “interactive date range go here” and resolved date on “interactive date range go here”But I try to do this on the chart:But I still need to enter a specific value which does not update base on the interactive date range widget.  I got this:I doesn’t want to change each graphic date range if I use the interactive widget.I probably do something wrong in the analytics report.Thanks for your help by advanced and have a nice day, 

0
M
Skilled Expert
10 months ago
C
Apprentice
cloe.blanchet_10983Apprentice
posted in Freshservice

Error Message: limit on the number of tickets per user

If you get this error message when trying to create a ticket, it might be because that user is blocked or deleted.The way to fix it is to unblock the user.Hope this solution will help you.

0
C
Apprentice
8 years ago

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