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I have a use case where our Freshservice contains a lot of requesters that are not employees within the company, usually due to employees using their private mail when contacting us.

 

Therefor I have setup a Requester group which filters out the employees based on their e-mail domain.

 

However, when I apply this filter to a Dropdown list, with a Data source, and choose Requesters to use the group, it removes all agents from the list.

This creates the situation where I have to create Business rules for forms for each Service Item and have a separate field for Agents.

 

What I am looking to do is to have a single user field, which is searchable, where I can filter the users based on their e-mail domain and still list both requesters and agents, is such a thing possible?

 

Hi Dennis,

I would probably try a different route here. If I’m understanding your problem correctly, it’s mainly due to employees sending tickets from unapproved email addresses (personal emails). You could try to filter these out, but that isn’t a lot of fun - but you could have a workflow do this for you.

Create a workflow where a ticket is raised and add a condition that says if the requesters from email address does not contain SomeDomain.com then Skip New Ticket Notifications, Change the status to Closed or Cancelled and then Send a reply to the requester letting them know to use their company email instead.

If you put this workflow at the top of your list, it will be enforced as the first thing that will happen.

Replace somedomain.com with your domain. You could have as many domains here as necessary.

You could create a status called “Rejected” instead of Closed - that would probably be better - but since I don’t have that status, I elected to just used closed.

Then, inform the requester (nicely) that you didn’t create a ticket and instead cancelled their request and ask them to send it from an approved company email address.

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