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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.

  • 1,799 Topics
  • 5,169 Replies

1799 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
10 months ago
C
Apprentice
carlosag0122Apprentice
asked in Freshservice

How can users assign assets to a ticket?

How  can users assign assets to a ticket?  For instance, let’s say a user manages 1000 cameras through a software. If the user wants to report a camera not working ( bad network connection), how would the user select the camera while avoiding to having to assign all assets to the users?

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C
Apprentice
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. 

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J
Apprentice
10 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? 

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icedeno
Apprentice
11 months ago
M
Apprentice
mudgyfudgy
asked in Freshservice

Requestor Solution Layout Suggestions

Hi All,I’m looking at revamping the solutions articles that I have for both requestors and agents, and wondering if anyone has suggestions from what they’ve done.For a bit of background, our company has 4 sites in the UK and US,We will be making a category per site with folders in for hardware, software, telephoney etc. Then a separate folder for agent solutions.What are your thoughts on this and do you have any other layouts that have worked well?

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M
Apprentice
10 months ago
pproto
Apprentice
pprotoApprentice
asked in Freshservice

Asset not appearing in inventory despite agent installed and running

We have assets (both Windows and Mac) that are not appearing in inventory despite the agent being installed and running.  Anyone else see this behavior?   It’s only a select few, and they had the same agent installed as the ones that are working.  TIA

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pproto
Apprentice
10 months ago
R
Apprentice
roman.wittwerApprentice
asked in Freshservice

Freshservice API V2 New Gen Projects missing Time Entrys

Hi, is there any way to schedule export Project Time Entries ? (similar to the time entrys in ticket module)at the moment there is only the option to export time entrys in project module manually.

0
R
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
10 months ago
T
Apprentice
TaniaSuApprentice
asked in Freshservice

Customer Portal Customization - Add all outstanding Onboarding Requests

Hello all,By default, a list of onboarding requests with pending approvals are displayed on the home page of our customer portal. I’m wondering if anyone has done customizations to include Onboarding requests in progress. I’m looking to display all of the onboarding requests that are still outstanding instead of just the ones with pending approvals. I’m aware that these can be accessed through the dropdown but looking to make them more accessible.  Thanks!

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T
Apprentice
10 months ago
T
Top Contributor
tony.sTop Contributor
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
Top Contributor
11 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?

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manns
Skilled Expert
10 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
10 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
11 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? 

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Daniel Söderlund
Skilled Expert
10 months ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

Email to be sent with assets for Offboarding Ticket

I have to send emails with the requestors assets to the Asset Management Group for Offboarding tickets.If the event is Ticket is Updated with condition that asset is not null, then the same email is sent everytime any ticket field is updated. If the event is Associated assets is added, then one email is sent for each associated assets.I want only 1 email to be sent. for all assets per ticket. What could be the possible event and condition?Note that during creation of Offboarding SR, there is no option to associate Assets. After creation they can be associated.

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B
Skilled Expert
9 months ago
TagMan
Apprentice
TagManApprentice
asked in Freshservice

Service Request Fulfilment Asset Company Filter

We are running Freshservice in MSP mode and are investigating the appropriateness of using Freshservice over other Asset Management platforms. As we would be looking at managing assets for a number of clients we were wanting to understand how we could have the list of In Stock assets pre-filter based on the company associated to the ticket?We are wanting to ensure that our agents don’t accidently select a device associated to the incorrect company. 

0
TagMan
Apprentice
9 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
11 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
11 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
11 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 

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Anusha
10 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
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
11 months 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
S
Top Contributor
Stefan.RollTop Contributor
asked in Freshservice

Create Task in New-Gen Project via API V2 Freshservice Html Description

Hi there,with the Freshservice API V2 now it is possible to create Tasks in the New-Gen Project Management.Many Thanks for it.This works fine, only the description field works not with HTML text which is sent in the JSON.Info Field, content is from the json send via APIMy JSON looks like this:{"title":"Save Invoice","description": "<p>Some <strong>strong <\/strong>HTML <br \/>and <em>italic <\/em>Text.<\/p>","status_id":696,"priority_id":690,"type_id":863}Is this the right way to sent HTML content in the description field?I also tried to convert the description field to HTML entities, which displays the plain text with the encoded entities.Greetings,Stefan 

0
S
Top Contributor
10 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
10 months ago

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