How do I....?

would like to bring to your attention a technical issue we are experiencing. It seems that problem tickets are not appearing in the mobile app. We've verified this across different devices, and the issue persists.Could you please look into this and provide assistance with troubleshooting?

How do you setup 2nd factor auth for users on FreshSales?

Freshservice (our business instance, and any links directly to do with Freshservice specific support) have been down for the last few hours and are showing no signs of coming back online? I can see other users have been reporting this.The Freshservice status page is also unavailable/unresponsive. Could I please be updated with current status on this? Are others also experiencing?  

We are setting up the onboarding module and right now we have the HR requestors being the initiator and then goes to the Reporting Manager.  We have instances where a Reporting Manager needs to onboard a contractor and HR is not involved in that (since they are not employees).  Is there a way to have onboarding initiate from a different group, almost like a second onboarding setup?

Requestors in the Sandbox – I have created a sandbox to test and saw that only a few of the requestors were brought over. I did read that only Requestors that were referenced in other configurations would be brought over.  However, it also indicates that Requestors could be Exported from the Production environment and Imported into the Sandbox.  I have exported the requestor from Production however, we receive an error on the import “Department field can’t be empty” even though the department field has a valid value.Any Requestors that exist already in the sandbox are updated, but no new requestors are created.  I receive the same error if I attempt to import the Requestor CVS Export that is created from the sandbox as well.We have some scenarios I will need to test that will require a larger number of Requestors be available in a sandbox environment and need to be able to work around this error.

Hello FS Community,Our client is seeing System notes on tickets in their Production environment.They don’t want to see these System notes in Prod.This is the type of note that I’m referring to: Do any of you know how to disable these notes from the System Requester/user?Kind Regards,John MMelbourne, Australia

Hi, Is it somehow possible to give an Teamlead access rights ( without been admin) to share Kanban boards to other agent groups like us admins?   

I logged a ticket with FreshService  14 days ago and got the below silo’d response.We have asked for updates twice and got nothing from them at all. Thank you for reaching out to Freshservice Support!I am Dharshini, and I will assist you with your query today.I understand that your concern as this notification disrupts your continuous work.​I will raise this issue to the backend team and check if there are any possibilities to achieve your requirement. Thanks for bringing this to our attention! I will ensure to update you with the proceeds. 

I’ve done this before but forgot how I did it. How do I add additional delivery stages of a service request as an admin?

i have three level of approval sending after one approver the request, it goes to next. But when 2 or 3rd approver reply the 1st approver should get a notification and the 1st should be directly able to reply to the 2or3rd approver.All these has to be capture as a note in ticket

I have a change workflow that creates a calendar event using the MS Exchange orchestration. I want to log a ticket into Freshservice when the calendar event creation has failed so our FS Admin can troubleshoot these issues without having to go into the execution logs every day to look for failures. I have tried using trigger webhook, request type= post, entered in my callback URL, credentials I’ve tried several ways currently set to inline credential with Api key. (Previous tries include inline credential with basic auth using Authorization with X as the password.Encoding is JSON Advanced. My JSON checks out with all of the fields I believe would need to be filled out for the ticket. Inlcuding requester_id, subject, group_id, department_id, category, sub_category, item_category, description_text (was previously tried as only description), priority, source, status, impact and urgency. When testing the webhook, i only get a 400 message.  There are ze

i have three level of approval sending after one approver the request, it goes to next. But when 2 or 3rd approver reply the 1st approver should get a notification and the 1st should be directly able to reply to the 2or3rd approver.All these has to be capture as a note in ticket

Hand in hand with this forum post:  I have consumables that I put into fresh service as an asset, like Mice. with a quantity of let’s say 100.Why am I not able to consume (assign) these to each user? I can only assign it to one person and cannot add them to each of the user that uses them.  I am not trying to be that person but ServiceNow has this feature and this is an absolute must for consumables as an asset.  Please make this change. The only way to to assign it to a user right now is to assume their identity as a requester and then make a service request for the item. Then go back and fulfill the request.  I hate to ask but it has to be a simple change. Is the product team able to make that change? 

Is there a way that we can stop those who have a ticket shared with them from closing the request?  We would like a rule where only Agents can close tickets after they’ve confirmed all actions have been completed.

Hello everybody,  I just started to work with FreshService a few weeks ago and I am missing a basic functionality to sort Change Requests by Planned Start Date. From my point of view this is a basic feature which allows to create Change Reports showing the planned changes in a chronological order. I haven’t found a proper list view in the Reporting / Analytics section. But even in the regular change request view it is only possible to filter for Date created, last modified, priority and Status. From my point of view these options are pretty limited. Does anyone have a workaround (except exporting to Excel / PowerBi)? Can this be implemented? Is it already on a roadmap?  Thanks in advance and best regards, Jonas  

Is it possible to fully disable the service catalog? Or rather, not make it appear to my requesters? I’d like to limit my users to submitting normal tickets and then build out the service catalog down the line.Does anyone have any insight as to how to best accomplish this?

Hi,I need to trigger a webhook when a new onboarding request is submitted. It seems  there's no built-in trigger for this in workflow automations. I want to avoid polling the API to check for new requests.Has anyone found a solution or workaround for this? Any suggestions appreciated.

Hi there,Is it possible to show a custom field through portal that requester whos didn’t want to login to Freshservice?We currently have a requirement that requester can report an issue from portal without login to the instance. How can I configure if it’s possible?Could anyone help with?

We have multiple workspaces and Service Catalogs in each.  Is there a “link” to only the catalog items for a single Workspace?  If not, how do we reorder Catalog items from multiple workspaces in the customer portal - I only see how to do this inside each workspace.

When users can’t find what they’re looking for in the ChatBot, they have an option to ‘go to portal’ or ‘raise a request’.  The latter takes them to an IT Incident form … but we don’t want it to - this just means Tech have to traige all requests that come through even if they’re for Legal, HR, Finance etc.  I’ve tried adding a field for users to select which department the query relates to in the ticket fields, but when I try to create a workflow to auto-direct to a workspace based on their selection ‘move to workspace’ isn’t an action option. Any ideas how to tackle this?   We basically want to be able to automate which Workspace the Teams query ends up based on the nature of the request (HR, Marketing, Legal, etc) so Tech don’t get swamped with volumes of tickets that aren’t tech issues.

Hi, How do I get a URL to the “report an issue” form with the drop down categories pre-populated? I want to be able to direct people to use these exact items without them having to select them. Any help would be gratefully received!  

Hey everyone, how could I manage the resolution notes section where I have to mandate resolution notes upon closure / Pending status. It is not located in the field manager, currently anyone can just close out a ticket without requiring a resolution note. i did add a custom field and called it resolution note and made it mandatory but is there a way I can manage the resolution notes section?

The Service Catalog interface really needs a major overhaul. It seems to randomly add Service Catalog Categories to the request portal. I tried labeling the Categories as “IT-...” and “HR-...” and such hoping it would place them alphabetically, but there doesn’t seem to be a way to order them in a way that makes much sense to the Agent or the Requester. This has become a major roadblock with our company rolling out some new Workspaces, so I’m hoping there is something simple I have overlooked. Thanks!

I am setting up the onboarding module and want to use answers from the “reporting manager” question (account number to use for purchases) to fill in a field for the service item.  I cannot figure out what the field name for that question is.  How can i do this?  I tried to pull it from the API call in Postman, but it is giving me an error 404 on the onboarding tickets that have this field….not sure what that is all about LOL.  

Is it possible to Bring pictures from Active Directory to Freshservice.We did configure probe and could not find an opton in field mapping