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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.

  • 1,802 Topics
  • 5,201 Replies

1802 Topics

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?

0
C
Apprentice
10 months ago
simon.mills
Apprentice
simon.millsApprentice
asked in Freshservice

Embedding

I am wanting any information that people have for embedding our Freshservice portal into our School Intranet. We are being blocked by an Xframe Options issue. Any help is appreciated. 

0
simon.mills
Apprentice
9 months ago
Jnstare
Apprentice
JnstareApprentice
asked in Freshservice

integrate Freshservice with Servicenow through Unifi

HelloI will need to integrate Freshservice with Servicenow through Unifi (sharelogic.com)Does anyone here have any experience setting it up?How did you make it?Is there any APP ready to install in the APPStore?

0
Jnstare
Apprentice
9 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

0
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
M
Skilled Expert
maghedSkilled Expert
asked in Freshservice

List software used by user

Hi,Trying to figure out how I can get a list of softwares used by a specific user in a workflow. I can easily do it on Assets through API calls but I can’t figure out how to do it for Softwares. Any input?

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

Service Management Offices?

Having just edited a third-party article on the future of Service Management Offices I still can’t help think that these entities aren’t as popular as advisory organizations make out. So, does your company have one? If so, how is it benefitting you? Thanks :)

0
manns
Skilled Expert
8 months ago
HeatherM14
Apprentice
HeatherM14Apprentice
asked in Freshservice

Has anyone set up a way to add Location to be filterable?

Does anyone have a good way that they have added Requester Location to be a filterable option until Freshservice implements this for us? We use SCIM Provisioning with Okta to pull the Requester data into Freshservice.We have a global company and right now, our teams are looking at each and every ticket to see what geographical location it’s in. I suggested separate agent groups but they didn’t like that idea. Anyone have any other options they have implemented? Tags? Something else? Thank you!

0
HeatherM14
Apprentice
9 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!

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

What do you think of the Gartner Hype Cycle for ITSM 2022?

It can be accessed here, with XLAs at the peak and IT service catalogs at the nadir:https://www.gartner.com/doc/reprints?id=1-2AL7FXPB&ct=220715&st=sbI bet there’s lots on here you have heard of (yet). I know I haven’t.

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

Forrester State of the Service Desk Report

Freshworks has licensed this interesting Forrester Research report that offers great insights into what employees think of their corporate IT support:https://freshservice.com/state-of-service-deskIt’s definitely worth a download.

0
manns
Skilled Expert
8 months ago
vishalnc
Top Contributor
vishalncTop Contributor
asked in Freshservice

Dual Asset Allocation report

I want a report, on who is having a dual asset. I am using Freshservice growth plan. 

0
vishalnc
Top Contributor
9 months ago
Anusha
AnushaCommunity Manager
posted in Freshservice

Let's Talk ITOM – What's on your mind?

Namaste folks!The Let’s Talk ITOM webinar series is back by popular demand! If you haven’t chanced upon it yet, here’s the event listing. In these four webinars we’ll be exploring how you could derive greater value from Freshservice by unpacking the expanding Freshservice ITOM offering.Now, I need you to help us deliver a great campaign. How? By sharing with us what you’d like to explore regarding these four topics:Unified incident management – Freshservice & Freshdesk Deep dive into On-Call Management featuring latest enhancements Deep dive into Alert Management featuring latest enhancements Looking forward to Cloud Discovery & Service Mapping Is there anything specific you’d like to know? What challenges do you face managing your digital infrastructure? How would you describe your ideal on-call setup? Go on. List your questions and thoughts in this thread, and my team will strive to address them in the webinars.And sign up here, if you haven’t already!Speak soon :)Anusha

0
Anusha
9 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.

0
B
Skilled Expert
10 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
Penelope
Apprentice
PenelopeApprentice
asked in Freshservice

Looking for suggestion

Hello everyone,I am new to this community. I was looking for suggestions to develop an android game like Assassin’s Creed Pirates. Is it possible to develop a game like this?

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

90% think that working in IT is going to get harder over the next three years

I’m closing our Wellbeing in IT survey today and an interesting quick stat from it is that close to 90% of respondents think that working in IT is going to get harder over the next three years.This is the highest it has been since we started running this survey and a significant jump from 2020 and the COVID bump in IT appreciation.What are your thoughts about how we can address this wellbeing factor?

0
manns
Skilled Expert
8 months ago
KrisC
Skilled Expert
KrisCSkilled Expert
asked in Freshservice

Google Orch - Sending emails when account is created

Hey all! Trying to set up a automation with Gsuite. Everything works but in testing when the user account is created we are not getting any email generated from Google. Not sure if this is a google issue or if we are missing a field in the API to send these emails. Does anyone know if there is a setting in the orch to enable this? 

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

What does experience mean to your IT team(s)?

This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues your organization is facing to see if we can help. Thanks :)  

0
manns
Skilled Expert
9 months ago
jpuebs1000
Apprentice
jpuebs1000Apprentice
asked in Freshservice

Advanced Project Analytics

Hi! Has anyone been able to successfully implement advanced project analytics for ongoing projects? Specifically, looking to add things like CPI, SPI, etc., for the purpose of tracking how efficient a project is cost/time-wise. The only way I’ve been able to acquire this sort of data is tracking separately with a Google sheet which is less than ideal. Open to thoughts and suggestions! Thanks! 

0
jpuebs1000
Apprentice
9 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

SMEs are more likely using enterprise service management than mid-market organizations

While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the early stages Yes, and we’re well advanced with it SMEs 27% 23% 29% 21% Mid-market organizations 35% 35% 27% 4% Enterprise organizations 19% 17% 44% 21%

0
manns
Skilled Expert
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
10 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

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