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  • 1,806 Topics
  • 5,217 Replies

1806 Topics

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Contributor
doug.davenportContributor
posted in Freshservice

Unable to edit CI Type

The Fresh Service agent is reporting most of our Dell Optiplex 9020's as a 'Computer' rather than a 'Desktop' under CI Type.  When I attempt to change the CI Type, I cannot because the drop-down box is grayed out and unavailable to me. Am I in the wrong area, or is this something that needs to be addressed?

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Community Debut
6 years ago
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Apprentice
lars.hemmingerApprentice
posted in Freshservice

One IIS Server for SSO for multiple Domain?

Hello, is it possible to use one IIS Server with one constants.asp for more then one Domain? We have Domain Trusts between all Domains, but the Login only works for the main Domain which stands in the constants.asp The IIS server and the login screen is accessible over the Internet but the login does not work for other trusted Domains. Greetings from Germany Lars

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Apprentice
6 years ago
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Contributor
doug.davenportContributor
posted in Freshservice

Multiple users on a PC?

How does the Fresh Service agent handle PC's with multiple users?  For example, we have some PC's in our manufacturing area that have 5-10 users logging in and out throughout the day.  How does the agent handle/decide which user to display in the "Used By" filed in the CMDB? If the displayed user leaves the company, how do we manually change the "Used By" field to indicate the new user if known?

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Contributor
6 years ago
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Contributor
tiele.declercqContributor
posted in Freshservice

Pending status translation to dutch is incorrect

We frequently experience issues with our agents that assign the wrong status to a ticket. In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket". These are 2 completely different statusses. Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply"

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Community Debut
6 years ago
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Apprentice
paul.dunlopApprentice
posted in Freshservice

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.

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Apprentice
6 years ago
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Apprentice
johnrodriguezApprentice
posted in Freshservice

internal server error (500) on using API

Hi , my code in c# is : string fdDomain = "mycompany"; string apiKey = "x0x0x0x0x0x0x0x0x0"; string apiPath = "/helpdesk/tickets.json"; string json = "{\"status\": 2, \"priority\": 1, \"email\":\"test@test.com\",\"subject\":\"test\",\"description\":\"confirm whether received\"}"; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("http://" + fdDomain + ".freshservice.com" + apiPath); request.ContentType = "application/json"; request.Method = "POST"; byte[] byteArray = Encoding.UTF8.GetBytes(json); request.ContentLength = byteArray.Length; string authInfo = apiKey + ":X"; // It could be your username:password also. authInfo = Convert.ToBase64String(Encoding.Default.GetBytes(authInfo)); request.Headers["Authorization"] = "Basic " + authInfo; //ServicePointManager.ServerCertificateValidationCallback = new Remot

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Apprentice
6 years ago
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Apprentice
guillaume.platretApprentice
posted in Freshservice

Notification for all agents

Hello, How do when filing a request for all the agents receive a notification by mail? Cordialment

1
rajagopal.baladhandayutham
6 years ago
A
Apprentice
adbApprentice
posted in Freshservice

CMDB Hardware

I have several Lenovo Servers deployed, some of them run windows server and some run vmware ESXi with several windows guest OS's. after doing a probe, it populates the product catalog with this model server as a "vmware server" although that this is not true, because there is no such thing as a piece of hardware being "a vmware server" well sometimes it runs windows directly installed. after the discovery, I can't even change the asset's CI type to be a generic server can someone help clear this ?

1
rajagopal.baladhandayutham
6 years ago
T
Contributor
tiele.declercqContributor
posted in Freshservice

Customer satisfaction is not using our custom layout

When a user clicks on the satisfaction rating icons, the resulting window is far from perfect. Our normal colors are these: Besides this, the remark 'wish you were a little more happy' is really inappropriate and should be removed. Could be replaced with the existing comments entered in the admin module, 'just okay'.

3
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Community Debut
6 years ago
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Contributor
jrodierContributor
posted in Freshservice

Ticket Watchers' Out of Office Auto-Reply adds Public Note to Tickets

Hello,  We recently set up a dispatcher rule to add our entire agent team as a watcher to any ticket that comes in with "Urgent" as the priority so that the ticket won't go unnoticed if a the agent it is assigned to (we use the round-robin functionality) is away from their desk when it comes in.  In cases where one of us is out of the office, the auto-reply emails will be added as a public note to the ticket and tend to confuse our requesters. In some cases, it has even re-opened a ticket, and we don't want this happening.  As I understand it, the system should be suppressing auto-replies for when the requester or the agent assigned has their out of office on, but it doesn't seem that it is being suppressed for watchers, and this is an issue. Thanks,  Jess

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Community Debut
6 years ago
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Apprentice
chris.mcpartlandApprentice
posted in Freshservice

User Guide Documentation by Version

Hi I have just joined a company who are using Freshservice Blossom.  Is there any user guide documentation specific to Blossom? Thanks

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C
Apprentice
6 years ago
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Apprentice
conrad.harwoodApprentice
posted in Freshservice

Reporting: Received Tickets vs Resolved Tickets vs Backlog Tickets

Hi guys, I hope everyone is well. Now please excuse this question if the answer is obvious (I have a bit of a Friday mindset going on) but I cannot for life of me work out if we resolve more tickets than what we receive how the backlog numbers keep going up. Especially by 16.33%! Please see the attached image, thank you in advance. Kind Regards, Conrad H

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C
Apprentice
6 years ago
A
Contributor
adam.beliveauContributor
posted in Freshservice

API Documentation discrepancies

Hi Support, Looking through the API reference, I have noticed some discrepancies. One of these is specific to a certain call (https://carecanada.freshservice.com/helpdesk/tickets.json) and the other is more generall (all excerpts taken from http://api.freshservice.com/): https://carecanada.freshservice.com/helpdesk/tickets.json: Your documentation claims that the output looks like this:  { "helpdesk_ticket":{ "cc_email":{ "cc_emails":[ .... When in fact it looks like this: [       {"cc_email":{             "cc_emails": ..... I did some digging, and this output is actually the output one would expect using the FreshDesk V2.0 API, but I was under the impression that FreshService and FreshDesk were separate products. Please explain. General: "Freshservice APIs have been implemented as plain XML or JSON over HTTP and use the following REST Commands:"  This is entirely false. Trying to use XML returns: "<hash>  <message>Currently XML is not available!

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rajagopal.baladhandayutham
6 years ago
S
Apprentice
scott_11305Apprentice
posted in Freshservice

FRESH SERVICE PROBE FOR ESX Fails authenication

I can SSH into the server w/ root + creds. I put those same things into a device scan and nothing.  The port 22 firewall is open in/out on the ESXi box. This is VERY important because it carries all the actual hardware details, instead of a hypervisor "hardware" scan.Please advise. Google has nothing and if this product wants to be taken seriously it needs to be able to scan

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Community Debut
6 years ago
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Contributor
elbertContributor
posted in Freshservice

Zooming in on Android

In the android app its possible to zoom in on a ticket, this is necessary when there is a photo attached to it to read the text or zoom in on the photo. When u zoom in, its hard to swipe to left right or something to see the rest of the photo or text. You then have to zoom out and zoom in on what u want to read or see. In this movie you can see what i mean. https://www.wetransfer.com/downloads/43d2b38f511f6b2d9344efa2c709fe4420160921083859/cec55912d5782d9d84e5b0e37e99ba9820160921083859/59ba2a In the Iphone app this bug has been fixed recently.

3
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Community Debut
6 years ago
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Contributor
tiele.declercqContributor
posted in Freshservice

Adjust Group on ticket re-assign

When a ticket is assigned to "Group A" and an agent in "Group B" (which is not a member of Group A) picks this ticket from the ticket overview page, the ticket is assigned to an agent of "Group B" but still assigned to "Group A". If the ticket is reassigned from the ticket detail view, you must first change the Group before you can manually select the correct agent.

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rajagopal.baladhandayutham
6 years ago
A
Apprentice
aniApprentice
posted in Freshservice

"Incorrect domain name" error in iOS app

Hi there,I've been trying to login to Freshservice via the iOS app, but i keep getting an alert dialog with the message "incorrect domain name". I've tried inputting "subdomain.freshservice.com" (without quotes) as the Helpdesk URL. Is there something else I should be using? I've tried variants with "https://" as well.I'm on iOS 9 on an iPhone 6.Thanks!

2
rajagopal.baladhandayutham
6 years ago
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.

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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
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Community Debut
6 years ago
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Apprentice
teifelesApprentice
posted in Freshservice

Troubles with MS Edge

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

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Community Debut
6 years ago
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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
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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
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Community Debut
6 years ago
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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.

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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
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Community Debut
6 years ago

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