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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.

  • 1,684 Topics
  • 4,755 Replies

1684 Topics

I
Apprentice
IanandersonApprentice
asked in Freshservice

Reject tickets from specified requesters (Blocked Requestors)

I’m looking for a way to reject tickets from specified requestors, specifically shared email accounts in our organization. I’m aware that I could do this via automation, but I’ve noticed that under Admin > Requesters I see that there is a category for Blocked requestors. I’m having trouble finding information on what exactly it means for a requester to be blocked, or even how to mark a requester as blocked. Any info or insight would be very much appreciated! Blocked Requestors category 

1
rajagopal.baladhandayutham
1 year ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Coming soon: Freshservice Ninja Meet-up | Share your expectations with us!Event

Hello Freshservice Ninjas!INTRODUCTION: WATCH RECORDING:INTRODUCTION:How fabulous it has been to see so many of you share your Freshservice expertise with the rest of the community, engaging and encouraging your peers and unlocking the exclusive Ninja badge.If you thought it ends there, well, it does not. 😄😍 We’ve got something exclusive JUST FOR YOU! 😍Inviting you to our very first Freshservice Ninja Meet-up, an opportunity for all of us (Ninjas and the Freshservice team) to come together, know each other and learn from one another.This is an invite-only event for our Freshservice Ninjas (those who participated in the Freshservice Ninja Challenge).Share with us what you’d like to see, and discuss with our Freshservice team and other Ninjas, so that we can ensure we plan the agenda to suit your needs and time. Tagging all our amazing Ninjas here:@keefe.andrews @zachary.king @Stratto @ggallaway @patricksawyer @ekrasner @adityatawade UPDATE:We’re hosting our first-ever Ninja Meet-up o

29730
G
Skilled Expert
8 months ago
M
Contributor
m.riederContributor
asked in Freshservice

Workflow Action - Send Mail to Service Request Fields > Custom Fields

Hello together, we currently working more and more with the Workflow Automator and want to set up some workflows for service requests where an approval mail is sent automatically.Here we stumbled across the option for Service Request Fields in the “Send Approval mail to”- Action .When clicking on that a new window “Custom Fields” appears, allowing to search for Service Items. However, regardless of the selected item, no Fields were found. We also created a Service Item called test and added every available custom field to it, but also for this item no Field is shown in the Send to Workflow Action:Does anyone know what this option is used for?Thanks

2
M
Contributor
1 year ago
D
Apprentice
david.roethlinApprentice
posted in Freshservice

Feature-Request-Process with Freshservice

Hi, I like to use Freshservice for my Business-Users to raise Feature-Request (Application RFC / Additional Column in Report etc.) but even after hours of research and different workarround-solutions i did not find a satisfying one. What i imagine In Helpdesk-Portal the User has a custom-form to raise this request, gathering all the necessary information - the only way i found is Service-Request BUT, form Service-Request i cannot automatically create a CR. Additionally there is no way to Close SR automatically close when the manually created and attached CR is closed. I tried Webhooks but even there no satisfying solution. Does someone have a good idea or have implemented a solution/process to support this process - appreciate your help and input dave

0
D
Apprentice
5 years ago
D
Contributor
dstevenContributor
posted in Freshservice

Project Management?

Has anyone utilized Freshservice (or Freshdesk for that matter) in any type of project management capacity?We've experiment with using problems as "projects", since a project is going to have a change and release associated with it.There's also usually a incident as well to keep that as the communication with the person requesting the project. If the project request is someone in the IT department, we haven't been creating an incident ticket in those situations.The main challenges were facing with this approach1) Sorting and filtering of problems (and changes and releases for that matter) pales in comparison to sorting and filtering of tickets. There's not "All Unresolved" problems view and no way to "create" one. I posted a feature request, https://support.freshservice.com/support/discussions/topics/304139, for that. Please go vote it if you think you'd like it.2) Using Problems as proejcts seems like we're doing it wrong.Anyone have an suggestions or ideas?

11
P
Skilled Expert
2 years ago
R
Contributor
rwelsfordContributor
asked in Freshservice

Expression Builder Syntax

I have a subject line that comes in as zero|one|two|three|date.  I am trying to create an expression that will take the date and convert it to an ISO date to be used later.  so far i have the following{% assign subject = {{ticket.subject}}%}{% assign date= subject | split: "|" %}{{date[4]}}This will seem to work in an app but not the expression builder to get the date. First problemIf I can get the correct date extracted I planned on doing the following:lets say the date I extract is 07292022, i could use date(2022,07,29) to convert the date, this works the expression builder and will return a good date but when I usedate(substring('07292022',4,8),substring('07292022',0,2),substring('07292022',2,4)) it does not work. Second problemI then planned on using the split function from the first problem to insert into the substrings where the date is but I just cant figure out the syntax of liquid and the expression builder.

7
Nexus
Community Debut
2 months ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Freshservice

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

We have countless items loaded into our Service Catalog that needed to be for the Employee Onboarding / Offboarding piece.  We are not able to hide these from the HR requestor group because that will then not put that item in the ticket for Employee Onboarding.  How can we then hide all of these software / hardware items from their Service Request so they may navigate their Service Catalog better?-Yes I am aware that I could re-do the whole name scheme of each one but that does not “hide” what they really have no need to see, and would only append them at the bottom of the list.  The idea is for these items to be part of their requests behind the scenes so our IT Department can process them in a orderly fashion.

8
A
Top Contributor
7 months ago
D
Contributor
dp_devaprakashContributor
asked in Freshservice

Workflow Automator : Can we execute external Application POST API call using webservice node in FreshService

Hi Experts/Gurus, Wanted to check if we can implement the following business use case in Fresh Service using the workflow Automator & webservice node?When Service request (ticket) is created & approved in fresh, can we push the ticket details (requested for , requestor, ticket id, requested items) to third party application using post api call? Thank you in advance /Deva

3
Glavin Crasta
Top Contributor
1 year ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

How to achieve faster time-to-value with Freshservice? | Join us for the 'How-To' Series on FreshserviceEvent

​According to the latest report on ITSM in 2021 and beyond, when asked what the main area their service desk would be focusing on in 2021, the largest proportion of respondents specified they will be focusing on automation of processes, tasks, and ticket handling. Some of the biggest trends are around Chatbots and Virtual Agents, as specified by 44% of respondents, and self-service, as specified by 42% of respondents.This clearly indicates that a service management solution for the modern enterprise needs to be intuitive, intelligent, and extensible. It needs to deliver an end-to-end consumer-grade employee experience and automate tasks and embed artificial intelligence into the entire service delivery process thereby helping IT agents take on more complex higher-value work. It also needs to be extensible and power integrations and workflows at an enterprise scale to deliver efficiency and quick returns.Freshservice is an intelligent, right-sized service management solution for the mod

2910
Ajit Kumar
Community Debut
5 days ago
K
Apprentice
knarimaniApprentice
posted in Freshservice

Difference between the Freshservice Discovery Agent and the Freshservice Discovery Probe

Hi, I don't understand what's the real difference and the best uses for each of those two utilities, can someone explain me?Thanks

1
M
Contributor
4 years ago
alyssia.correa
alyssia.correaCommunity Manager
published in Freshservice

#WinwithMarketplace : Freshservice

As businesses grow in today's fast-paced world, they routinely face new challenges in their tech stack. A key aspect of overcoming these challenges is having the right product at your disposal to help you do more and be more!Freshworks customers can count on Freshworks Marketplace to solve their integration, customization, and automation needs. Freshworks Marketplace houses more than 1300 apps that solve customers' essential business needs by helping them extend their Freshworks experience. To help you succeed with Freshworks Marketplace, we have curated a list of apps that can deliver great value for your business. #WinwithMarketplace brings forward byte-sized videos about such apps. In Series 1, every fortnight, we cover key apps (and themes) that work best with Freshservice. We'd be glad to hear about your experience and feedback in the comments.   Calendar IntegrationWith the Calendar integration apps with Freshservice, spend less time planning and more time doing. Integrate your G

2842
alyssia.correa
4 days ago
Frank-Sonder
Apprentice
Frank-SonderApprentice
asked in Freshservice

Cannot reply to closed ticket

Is there a way to not make the requester reply to a closed ticket? And leave a message saying to open a new one instead when we close ticket?

4
G
Community Debut
1 year ago
Umar Akbar
Apprentice
Umar AkbarApprentice
asked in Freshservice

Microsoft Active Directory Orchestration App- Employee Onboarding Automation

I’ve attached on-Premises MS AD to freshworks, but now when i made an workflow it somehow not working as expected. Maybe im not choosing right fields when attaching app action in workflow.Can anyone help?

2
Umar Akbar
Apprentice
1 year ago
A
Anonymous
asked in Freshservice

Avoid mail notification when requester and agent are the same user

By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?

1
sanofar.allahpichai
Community Debut
1 year ago
MrLiquidBread
Contributor
MrLiquidBreadContributor
asked in Freshservice

FreshService Provisioning app - provisioning error on employee_id

I’ve installed the FreshService Provisioning app to my Azure AD tenant, following the online instructions exactly, not making any configuration changes.I add a test AAD user to the “Users and Groups” permissions to use the FreshService Provisioning app.When I manually try and provision this test user and I am receiving the below error referencing the “employee_id”. Export details Failed to create User 'ittest@trilliumstaffing.com' in FreshserviceError codeSystemForCrossDomainIdentityManagementServiceIncompatibleError messageStatusCode: BadRequest Message: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details. Web Response: {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":[{"field":"employee_id","message":"It should be of type Integer","code":"missing_field"}]} Now from what I can discern form the above error, I need to add the custom attribute “employee_id” to the FreshS

3
A
Community Debut
6 months ago
marcgeffraysade
Apprentice
marcgeffraysadeApprentice
asked in Freshservice

403 error with freshservice app

Hi, I try to connect my freshservice app on my samsung pad with my google account but it’s not working anymore. i have a 403 error i think there is a problem with google device policy. 

1
mmccoy
Skilled Expert
1 year ago
B
Top Contributor
BobbyBMoreTop Contributor
asked in Freshservice

How to setup a small ordering portal

I asked for some guidance from FreshService support but I’m not they understood what I was asking for.  I want to create a small ordering portal for medical supplies within FreshService.  So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need.  Do I add each item as a service item and then import it into something?  This is where I get confused.  Or can I create one service item with all items inside? Any help is appreciated.

17
SAbadshah
Community Debut
3 months ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Freshservice

How can I relate an asset to a ticket via API where I have only the ID and not display_ID?

HelloI wanted to add an asset via API to a Service Request Ticket which the user selects in a custom field in our Service Request Item.When reading the requested items via https://XXX.freshservice.com/api/v2/tickets/XXX/requested_items.json I get this:{    "requested_items": [        {            "custom_fields": {                "request_type": "Replace old device and order a new one",                "manger_new_employee": null,                "date_of_entry_new_employee": null,                "comment_new_employee": null,                "select_your_old_computer": 52000100785,                "what_should_happen_with_the_old_device": "Buy for private use",                "manager_replace_device": 52000148148,                "comment_replace_device": "TEST ORDER! do not delete!"            },            "id": 52000078156,            "created_at": "2022-11-03T13:58:41Z",            "updated_at": "2022-11-03T13:58:41Z",            "quantity": 1,            "stage": 1,            "loaned"

5
msconfig87
Skilled Expert
4 months ago
K
Apprentice
kirk.waldronApprentice
posted in Freshservice

Workflow Automator to allow approvers to make inputs on ticket

Hello.  New Freshservice user here.  I've searched the forums and Google for this, but can't quite connect all of the dots for a specific use case we have in using Workflow Automator.  We have a few ticket types that require additional custom field inputs by the "next person up" in the approval chain.  We are currently facilitating this in a Smartsheet workflow, but would like to migrate this into our new Freshservice instance.  I don't see a way to do this currently.  Does anyone have a workaround?Example, Requester A submits a Service Catalog request > Ticket is sent for approval to a manager, who must fill out 2-3 additional fields > Ticket receives final approval from department head > Freshservice agent(s) process the ticket.Thanks in advance.

1
C
Community Debut
2 years ago
S
Contributor
Scott GContributor
asked in Freshservice

Changing the order of Project Management Tasks in Next Gen PM

Is there a way to change the order of tasks in the Next Gen Project Management tools? Thanks Scott

6
S
Contributor
10 months ago
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in Freshservice

Set Task(s) due dates by another date

How can I set a task due date based on another date?Use case:HR submits an offboarding request item for an employee that is retiring in three weeks. The request item form includes a date and time to initiate the termination process - we will call this the Term D/T. A task is generated with the request item with a due in one hour BUT should start based on the Term D/T value on the request item form. I tried looking at custom objects but those seem very limited.Any way to accomplish this?

6
zachary.king
Skilled Expert
8 months ago
ramsundar.radhakrishnan
Skilled Expert
ramsundar.radhakrishnanSkilled Expert
posted in Freshservice

Workflow Of the Week - Session 1 - Automate GitHub Org and Repo requests

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips and tricks.In this first session, check out how to automate requests to GitHub Organizations and Repositories using Workflow Automator and GitHub Orchestration app  To view other posts in the series, search for #WorkflowoftheWeek

3
K
Community Debut
1 year ago
N
Apprentice
NickPKAApprentice
asked in Freshservice

Deleting or Hiding Used Category/Sub-category

I have several Categories and Sub-categories used in Incidents and Changes.Is it possible to hide categories if they are no longer required? If not, what happens to the information in existing (albeit resolved and closed) incidents and changes if I delete the Category or Sub-category?

1
vishal.abraham
Skilled Expert
1 year ago
RobinNoren
Apprentice
RobinNorenApprentice
asked in Freshservice

How to add multiple forms in user portal?

Hi! I’m new to freshservice and have some questions.We would like to work with custom forms and implement those in our user portal. But, i can’t seem to find a way to make multiple forms? Just to clarify, here’s som pictures:Below is the user portal where user’s will submit their tickets.Now, when i press this button i come to this page: Instead of coming directly to this form, i would like a drop-down or something else where the user can make a choice which system the have issues with and then be sent to the custom form made for that system.Next question, when using Field Manager it only seems that i can use one Ticket Field and not create more than the one that’s already there. Maybe a good app for this, or?

3
P
Top Contributor
1 year ago
J
Contributor
jrandersonContributor
asked in Freshservice

Azure AD - Orch - Office Location (physicalDeliveryOfficeName)

Hello,I’m designing a workflow using Azure AD Orch that will Create Users. The action Create Users does not have a default payload field for Office Location, which I find bizarre because they even mention this field as an Output in their instructions. How can I successfully populate this payload? I’ve tried the following in custom attributes:{{ticket.onboarding_request.actor_1.cf_location}}{{A1.officeLocation}}I’ve even tried using the extension_json for my Azure AD Orch_ physicalDeliveryOfficeNameThanks! 

1
zachary.king
Skilled Expert
8 months ago

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