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  • 1,804 Topics
  • 5,204 Replies

1804 Topics

P
Apprentice
parkertylerApprentice
asked in Freshservice

Not Mark Tickets From Deactivated Accounts As Spam

I know that when requester accounts are deactivated, new tickets they submit are automatically marked as spam. Is there a way to turn this off or set up an automation so this does not happen?  When an employee is terminated, we send them an offboarding email. But if they respond to the email, Fresh Service marks the ticket generated from the reply as spam. So, we are constantly having to monitor the spam folder for those responses. Is there a way to turn off this feature? Thanks!

0
P
Apprentice
17 hours ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Sandbox Management

We are new to Freshservice and we have 3 admins.  We have been thinking about how we can be sure the Sandbox isn’t overlapped with the other admins making changes.  There is no way in Freshservice to see who created the Sandbox and who is working in it.  How do you guys manage the Sandbox with multiple admins?  I want to ensure we don’t delete the Sandbox when others might be using it, or making changes in Sandbox that would affect other changes being tested, etc.

0
S
Top Contributor
18 hours ago
SfrsDL
Apprentice
SfrsDLApprentice
asked in Freshservice

Expression builder, extracting json from ticket description

I’m trying to extract json from the ticket description which is in the middle of text. I can use the split function to get the value however I cannot get the syntax correct. Can anyone help please?  

1
Rutger Bockholts
Community Debut
44 minutes ago
AtlasSol
Apprentice
AtlasSolApprentice
asked in Freshservice

Trying to get domained email creating tickets in freshservice

We use Google Workspace with our domain being <example.com>. We want to have users email tickets to helpdesk@example.com to generate a new ticket (or tag an existing one). I’ve seen the advice “don’t use Google Groups” to do this, but I also don’t see the need to pay for a single user account just to have it forward all mail over to Freshservice and Google doesn’t support domain level email aliases.I have set up a group helpdesk@example.com and made a member of this group, examplehelpdesk@example.freshservice.com (the email address auto generated by the system) along with another test account. I even turned off “Collaborative Inbox” to avoid the problems this might pose.But when I send mail to the helpdesk@example.com address, it is correctly delivered to the test account every time, but never generates a ticket in Freshservice. Looking at the mail report logs for the Group. Google email log report for Group delivered messageSo it seems that Google properly processed and delivere

2
AtlasSol
Apprentice
13 hours ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Freshservice

Advanced Freshservice Training

We’re looking for options for training our Freshservice admins on all the features in the Workflow Automator, APIs, web requests, JSON, expressions, etc. I believe Freshworks is leaving a lot of money on the table by not offering training such as this. We would easily pay several thousand dollars per person for training so we can fully utilize our system.Since Freshworks doesn’t offer this, can anyone suggest a training course that would get us up to an advanced level?

3
michaelmartel
Skilled Expert
3 days ago
L
Apprentice
LeonardApprentice
asked in Freshservice

Parent-Child - Getting service item fields from parent SR into child SRs

We have a few Service Item bundles that collect a lot of data, and the additional items are separate child tickets that track work related to processing/validating the parent ticket.  We would very much like to copy all visible fields from the Service Item in the parent as a note to all the children.  I initially thought that I could use an Expression in an automator that processes the parent ticket to use the trim function to store data from the all visible fields placeholder, which I would then place into a subsequent action as a note to associated child tickets.  However, when I test it out, in the Activities I see that the expression step fails.  Any ideas how I can achieve this?  The form has a LOT of fields and conditions so as it is on the parent ticket I add a note of just the visible fields because it’s much easier for the agents to read than the reading the Service Item.  

2
zachary.king
Skilled Expert
18 hours ago
J
Apprentice
JenovaApprentice
asked in Freshservice

Automating Asset Creation via Service Request

I'm getting increasingly more frustrated by the amount of clicks I need to perform to get anything done in this system. My workflows are incredibly simple and the system cannot seem to accommodate any of them.Workflow #1: Some employees are on site and need HID cards. HID cards are provided 1 at a time by the building, activated for parking, passed to HR, HR tells me the card number and what door access level to give them. Now, i need to track who has a card so we know to get it back or disable it if they get terminated.Problem #1: I set up a service request associated with this asset. When i click fulfill asset, it tells me i have no HID Cards in stock. No way to disable this stock #. Ok fine.Problem #2: Attempt to make a workflow to create the asset based on the ticket ... and there's no way in the ticket workflow automator to do anything with an asset?I'm not going to go into the system and manually stock a card every time one of these tickets is submitted. Is there an actual soluti

2
J
Apprentice
3 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Decription to List view

Anyone had any luck adding “Description” to the Ticket List view instead of or in addition to “Subject”?  

2
eeha0120
Skilled Expert
2 days ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

URLs in KB Articles Spill outside Article Tiles

How do we fix an issue where text (maybe it’s just URLs?) that spills outside the Article tile, when the browser page is not full screen? 

2
L
Community Debut
19 hours ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Disassociate Products with Discovered Assets / Delete Products with Associations

In our Product Catalog, we don’t want to display every single product model that our discovery agent finds.  For instance, users should be able to select “Standard Computer” instead of having to go through 30 different Dell models that are in the Product Catalog because we have so many models in production.  Dell comes out with a new model every other day, it seems.  Same thing for Printers… we prefer to just list “Standard MFP” or “BizHub” instead of the 40 other printer models found in discovery.Is there a way to disassociate/delete/hide products in the catalog, and/or block or configure the discovery agent to only use a high-level category of “Desktop” “Printer” … ?

0
M
Skilled Expert
4 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

What is a "Response"?

We are new to Freshservice, so I apologize for a very elementary question.  For the SLA Response Time, what constitutes a response?  We have incidents we have added a note and assigned an agent, but still shows pst due on response.  I am not sure what trigger marks it as “responded”. Thanks!

1
eeha0120
Skilled Expert
2 days ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Freshservice

CSV from Service Request Details

I’d like to be able to create a CSV file from details from a Service Request. Any apps or tricks to accomplish this?

4
michaelmartel
Skilled Expert
3 days ago
F
Apprentice
FloorApprentice
asked in Freshservice

Changes - Hide CAB based on company field

We were wondering if there is a possibility in Freshservice to hide choices in the CAB menu based on the company that the Change ticket is created for. We have multiple customers, each with their own company and their own CAB. When we want to request Approval and select the ‘request approval from CAB’ option, we always get all the CABs as options: We want to eliminate the chance that someone chooses the wrong CAB by mistake. In order to do this, we were hoping that someone knows a way to only show the CAB option of the company the Change ticket has been created for. For example: If a Change has been created with the company ‘Internal’, when requesting for approval from a CAB the dropdown to select the CAB should only show the ‘Internal CAB’ and hide the ‘Change Planning’ and all other CABs.  We are also open to other options that might help in eliminating the option to ask persons from another company for approval. 

0
F
Apprentice
4 days ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Freshservice

Time based condition in condition builder

Hi,So my GoogleFu is failing me on this one so I’m hoping the power of the hive mind can help. :)So background:  We currently text the whole team when an urgent ticket is raised as if it’s urgent (using Orch and Twilio), then it could be costing the company money.  However recently people have been raising urgent tickets when they are, well, less than urgent.  This means the people working in other timezones are getting texts when they don’t need to.I was looking at expanding the workflow so that it sends to people in te right timezone in the first instance, then making up a second rule that if the ticket stays unassigned for over 15 minutes, then to text everyone.I can see that the expression builder has a “now” function, but I can’t get my head around how to make this work (assuming it can be made to work).My thought is I want to do something like this (I’m psudocoding it here):If CurrentTime >= 05:00 and CurrentTime <= 17:00 then text person A & BThen second conditionIf Cu

6
J
Top Contributor
3 days ago
E
Skilled Expert
EricRoelandSkilled Expert
asked in Freshservice

Attachments create NEW ticket instead of adding to old

Hi all,I searched through all answers and topics but I could not find the right one. If I overlooked I am sorry in advance. 😉When a customer sends an seperate email (not replying on!!) to my freshservice mailbox it created a new ticket instead of attaching this to an existing ticket.We use the subject: [#INC-1234] - Attachment where #INC-1234 is the existing ticket. A new ticker #INC1235 is created telling that this is a attachment for ticket #INC-1234.But it is not attached to the incident itself.What do we do wrong?

12
eeha0120
Skilled Expert
4 days ago
T
Apprentice
TazaApprentice
asked in Freshservice

Dynamic content on MS Power Automate

I have set dynamic content from Freshservice on the Details on “Start and wait for an approval” trigger on Power Automate. But when the recipient received the approval email, the dynamic content is not appear. What and how should I configure this?  

0
T
Apprentice
5 days ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

AD Authentication Does not Accept Nested Groups??

We created an AD security group for Fresh_Requesters and Fresh_Agents that provide the appropriate permissions in Freshservice.  Does Fresh not allow nested groups to authenticate?  Do we really have to add each individual user to the Fresh groups, because a nested group like “All Staff” doesn’t seem to work.  Is there a place to manage this? 

0
M
Skilled Expert
5 days ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Freshservice

How to handle the termination of requesters and reusing of email addresses

I am curious how others are handling this scenario ---What do you do when an email address gets reused over time?  For example John Smith joins our company and then leaves in 2021.  Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the “Email Address” we would assign to the new John Smith (our schema is first_name.last_name@domain.com).Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester’s name associated with it but a “Forgotten User” designation.So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from tim

1
eeha0120
Skilled Expert
2 days ago
oravec
Apprentice
oravecApprentice
asked in Freshservice

Azure Proivision

I am trying to mapped our Source Attribute value EmployeeID from Azure to fresh service target attribute name and everything I have tried will not display it in fresh service, is there a field I need to setup within fresh service? I created under the user fields a Employee # field, but it will not auto fill it when the provision is run. 

0
oravec
Apprentice
5 days ago
J
Contributor
jason.cContributor
posted in Freshservice

Development of the Workflow Automator

Not sure if this is a question or conversation as such to be honest but here we go.  I’m wondering what happened to the development of the Workflow Automator and is there any plans to develop the GUI and options/actions in this further?I understand we can now include API calls, expressions and script things of course but there are many topics on here regarding similar requests or questions about the Workflow Automator that should be very basic and never been implemented. For example, I was just trying to create an asset-based workflow and wanted it to change the status of the asset, however this is still not possible within the Workflow Automator itself.One of the major features we liked when we started with Freshservice was the ease of use and GUI of the Workflow Automator, but beyond adding the features to call outside of the Workflow Automator (API calls) there really hasn’t been much movement on it.  Would love to see some development and have it be able to set some very basic acti

1
johankhan
Community Debut
3 days ago
J
Contributor
jonathan.allisonContributor
asked in Freshservice

AD Orchestration - special characters

I’ve recently set up some automation workflows using AD orchestration app, it generally works fine but I’m finding that actions like ‘add user to group’ fail if the user or the group name has an apostrophe in it.Does anyone know if there a way to pass these through as just text and ignore the special characters?Thanks for you help!

0
J
Contributor
6 days ago
priyaaaa
Apprentice
priyaaaaApprentice
asked in Freshservice

Not able to create fresh service ticket via API

Even though I’m passing API keyI’m still getting this error. I’m using a trail account{"code": "access_denied","message": "You are not authorized to perform this action."}

1
Daniel Söderlund
Skilled Expert
8 days ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Hide "Was this Answer Helpful" From KB

How can we remove/hide the “Was this Answer Helpful” from the bottom of each KB article?   

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

Knowledge Base - Set URL to Specfic Category

Can we change the link behind the Knowledge Base button on the portal home page?  We want it to go to a specific Category when users click into the Knowledge Base.  For instance, we have hidden the “Popular Articles” category from the menu list, but the page still defaults to showing only Popular Articles./* hide "Popular Articles" from Home > Solutions page*/#solutions-category-list > li:nth-child(1){ display: none;}We want the “User Portal” category to launch as default when clicking Knowledge Base from the home page, so can we take its URL and set the home page Knowledge Base button to that instead?  

5
M
Skilled Expert
5 days ago
T
Apprentice
TazaApprentice
asked in Freshservice

Create approval workflow using MS Power Automate

My current license is Starter. I am fully aware that approval workflow feature is only available on Growth and above. So as an alternative, I would like to create approval workflow automation similar to Growth, but with MS Power Automate. I have create the approval workflow, however I do not have any idea how to link it. The approval workflow: specific ticket raised in Freshservice will trigger specific approval workflow on Power Automate.

2
T
Apprentice
10 days ago

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