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How do I....?

How do I....?

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  • 4,215 Replies
1642 Posts
O
Apprentice
oserpasApprentice
asked in How do I....?
Pull AD Security Groups into Freshservice

So looking to see if this is even functionally possible with FreshService. We have some custom AzureAD Security Groups that we use for managing users in various departments or teams in our Org. The membership is dynamically managed from AzureAD. Is it possible to add these security groups into FreshService to then use them as assignment groups? For example we want to be able to assign certain Knowledge Base Articles to specific teams, but we want those teams to be created and managed from AzureAD. This is different than the idea of freshservice adding users to a security group for access to a networkshare ..etc.. We already have the users syncing into FreshService, just trying to see about adding groups, if its possible. I understand the AzureAD Orchestrator can help read and add groups to assign users access as part of a workflow for a ticket, but this is just a bit different. I cant seem to find anything online about it, only about the users.  

777
Daniel Söderlund
Skilled Expert
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in How do I....?
Maintenance Window Time Zone

Is there a way to adjust the time zone for the maintenance windows? 

50
michaelmartel
Skilled Expert
papercrane
Apprentice
papercraneApprentice
asked in How do I....?
Validate field box as a requester or agent to pass approval

Hi folks!I have a SC form where the requestor is asked to input the email of an X employee. I’d like to be able to grab the requestor’s manager approval which I already can, alongside the additional X employee’s approval too.I’m having trouble passing the field box in the SC item as an approval since its a plain text. The requestor and X employee(s) do are not in the same org chart so using custom objects to hardcode an approval won’t work.Anyone have any insights on how this can be performed? Thank you!

221
papercrane
Apprentice
T
Apprentice
tsanderApprentice
asked in How do I....?
Agent Cannot Associate Ticket to Project

Hi All, I have a user that cannot associate a ticket with any existing project, it doesn’t even give a list of projects. I have checked her permissions and gave her all of the access (account admin, IT supervisor etc) 

232
T
Apprentice
rfrutiger
Apprentice
rfrutigerApprentice
asked in How do I....?
Return json array element id

I am trying to build a workflow that will read the data in a google sheet search for a specific value then update fields in that row. The issue I am having is that the Google Sheets API does not have the ability to search for a value and return that row. What I can do is ready the entire sheet out as json with each row being an array. What I am wanting to do in fresh service is bring that json into a parser then search for my specific data and get the json path so i would have something along the lines of $.values[47]. From there I should be able to be able to figure out the coordinates for the specific cells I need to update. Here is some sample json from a dummy sheet, how would I retrieve the address for the value “456”{ "range": "Sheet1!A1:F1000", "majorDimension": "ROWS", "values": [ [ "Field 1", "Field 2", "Field 3" ], [ "foo", "123", "abc" ], [ "bar", "456", "def" ], [ "bin", "789", "ghi" ],

551
Daniel Söderlund
Skilled Expert
M
Contributor
markdavisContributor
asked in How do I....?
Automation Workflow - Query Service Item Settings

Hey All,I am trying to create an automation workflow that checks if a particular product is in stock, and if it is to then proceed with the ticket. Does anyone know how I can query a service item asset type? This is the field I am trying to reference and check if the asset_state=in stock.  Here is an example of the workflow:  I’m not sure if this is the best approach or I need to take a different approach. All help would be appreciated. Regards,Mark

1725
Daniel Söderlund
Skilled Expert
Sphere
Apprentice
SphereApprentice
asked in How do I....?
Hide search bar from Portal

Hi, Is there a possibility to hide the search bar from the portal?Looking forward to hearing from you.Gr.Chris

161
eeha0120
Skilled Expert
M
Contributor
MeriemNAIMContributor
asked in How do I....?
Priority Matrix for each depr

Hello,I am have a question we want to set up different Priority Matrix for each department .we only see the option of one?do you have any idea what we can use? with the help i don’t know Business rules or what not

80
M
Contributor
A
Apprentice
ashowcroApprentice
asked in How do I....?
Dashboard Widget Limit

Didn’t dashboards used to have a limit of 30 widgets? Is there a date for when the new limit was set to 20, and an explanation as to why? We have several business owners that used up to the 30 limit and would like to know why/when this changed. 

553
J
Community Debut
B
Skilled Expert
BartVBSkilled Expert
asked in How do I....?
Teams integration in fresh best setup

Hello all, I'm reaching out to the community as support is taking a long time to assist. Currently we would like to integrate teams into our fresh setup, i currently have it installed on our sandbox and it works, but i have some technical questions.First when its installed i was thinking of setting up a teams channel with underlying the different resolver groups, but i struggle already as teams only allows 25 subs under one channel, and i have a total of 37 resolver groups.Next i also would like to hide other channels in the teams app in the ticket view, so only the channel with the resolver groups is shown , but i honestly have no idea on how to do that.If anyone has advice on how to set it up or guides on best practices can you let me know. Thanks for any assit. 

231
ace45
Community Debut
P
Contributor
pmaurinContributor
asked in How do I....?
Export On-Call Schedule

I’m able to initiate the on-call schedule export and download the .ics file, but the file is blank after opening. Anyone have tips on how to export the calendar and import to Outlook?

582
Adword
Community Debut
steven.mcgoff
Apprentice
steven.mcgoffApprentice
asked in How do I....?
Freshservice - Requesters API Filter

Hey team,I’ve created an integration between Zoom Contact Center and Freshservice.  I’m attempting to look-up a requester via  /api/v2/requesters?query=[query] using the mobile_phone_number.The mobile number in the requester is in e.164 format and I cannot get any requesters to come back with an HTTP Get.  If I take the same number and put it in the format of (XXX) XXX-XXXX, it will return the requester with this number.  Is the e.164 format supported in APIs?In Postname if I use: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'+19XXXXXXXXX' I change the format of the number in the requester to (9XX) XXX-XXXX and use this in postman: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'(9XX) XXX-XXXX' I get the requester.  Any guidance would be appreciatedThank you,Steve

181
steven.mcgoff
Apprentice
M
Apprentice
matt_13053Apprentice
posted in How do I....?
Stop Account Auto Creation

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

62419
M
Contributor
sleclerc
Apprentice
sleclercApprentice
asked in How do I....?
Can we display more than 1 annoucement on the home page of the support portal?

On the FreshService Support Portal if there are active announcements only the “top 1” announcement will be shown, and the end user needs to click on the “View All” button.  Is there any way to modify the template show that the “top 3” annoucements are displayed directly in the announcement “section” without the additional click on the “View All” button?

70
sleclerc
Apprentice
M
Contributor
McDoomContributor
asked in How do I....?
How can I make a private note on a ticket with an attachment in powershell

Hi Freshworks community. I am currently in the midst of updating my company’s offboarding powershell script, and I would like to have the script create a private note with an attachment of the report the script makes, when the user has been offboarded.I have tried to follow multiple different ways both from the API documentation and from here/stackoverflow but haven’t been able to make it work.I always end up getting either an Error 400 or Error 500 when I try to use the code.I have been using the content-type multipart/form-data, and tried with both Invoke-WebRequest and Invoke-RestMethod to no prevail.

357
Daniel Söderlund
Skilled Expert
mark.m.fs
Apprentice
mark.m.fsApprentice
asked in How do I....?
Setup SSO for Fresh Service Self Service Portal

Hi all,We are about to launch our self service portal to users but currently in testing users are prompted to login and set a password, which makes sense. I would like to link this to Azure with SSO. I have seen some guides for Azure Provisioning (App Registration , Secret Token etc) which syncs to FS periodically. Would this provide the users with the ability to manually login with their Azure credentials? I assume SSO is a separate process on top of that? (Using SAML or similar?) Essentially what would be great to achieve would be:1. Allow users to access the self service portal with their Azure credentials. (Or better again, provide SSO to the self service catalog for users via Azure).2. Periodically sync Azure to Fresh Service so new users are added as they join the company.I have used Fresh Service for a while but am relatively new to customizing it so would really appreciate any help, or guides on this. I have seen a few but just wanted to hone in on what will help me achieve the

411
Daniel Söderlund
Skilled Expert
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert
asked in How do I....?
Ticket Status for Workspace Only

Is it possible to add a ticket status for only a specific workspace? I am attempting to modify the ticket status field inside of a Workspace, but it is inheriting from the Global ticket fields and shows that it is unable to be edited. The documentation mentions the ability to modify the ticket status field inside of a workspace, but in practice this doesn’t appear to be possible.Understanding Custom Ticket Statuses: https://support.freshservice.com/en/support/solutions/articles/155560--understanding-custom-ticket-statuses 

423
Daniel Söderlund
Skilled Expert
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in How do I....?
Filtering for multiple categories

On the ticket list, the filter has category, but you can only select one category.  How have you all worked through searching for multiple categories in the same list?  Anyone created a report in Analytics?  Any other ideas?

253
S
Skilled Expert
J
Top Contributor
jpetersTop Contributor
asked in How do I....?
Email Forward from Non-Authenticated User

I am trying to forward Defender and Vendor alerts from shared mailboxes to open a ticket within Freshservice and no matter what I do it isnt working.  I set up a rule in the mailbox, I set up a rule within exchange admin I have sent the alerts directly to the ticketing email. I am open to any and all suggestions in regards to this issue, 

339
eeha0120
Skilled Expert
B
Top Contributor
BigCarlDTop Contributor
asked in How do I....?
Trouble getting approval emails sent

Hi,  trying to get approvals set up for the first time. I can: Get it to send a plain email to my individual email address to test the condition in the Automator has been met (the fact it's Software1 being requested)Get it to invoke the approval process in Fresh when selecting manager approvalI can't :Get an email sent to the reporting manager I can not:Get an email sent to the reporting managerEver get an email sent asking for approval, whether it's to a plain email address or the reporting manager

1161
Nittannia
Community Debut
T
Apprentice
TriggleApprentice
asked in How do I....?
Additional Contract Fields

I am looking for a way to create 1 or 2 additional fields on the Contract record in FreshService. This will better help track the Department that owns the contract record. Any thoughts?

303
Nittannia
Community Debut
desktopsupprt1
Skilled Expert
desktopsupprt1Skilled Expert
asked in How do I....?
Clone a widget

When I clone a widget from page 1 to page 2, why doesn’t the size and location clone also. Since we can’t clone a “page”, I have to clone all the widgets from one page to the next and then I have to resize and reposition every one of them Please change your definition of Clone to mean an exact copy, size and location!

111
Nittannia
Community Debut
zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in How do I....?
Are you using Freshservice to manage your Service Portfolio, if so...how?

Hello Refresh Community,I am looking to see who might be using Freshservice as a way to manage their Service Portfolio. How are you making this work?Any ideas would be really helpful! Thank you,Zach

805
alexandertran
Contributor
J
Apprentice
JenniferFreezeDRSApprentice
asked in How do I....?
What is the best way to decommission a service request card?

Does anyone know the best way to decommission a service request card without losing all of the ticket data associated with it?  Right now I have set it to a draft status so it is not visible to requestors but that is a potential risk of being turned back on.

291
S
Skilled Expert
Sheelaciratechsoft
Apprentice
SheelaciratechsoftApprentice
asked in How do I....?
Asset EOL notification

Have to create notification email for 5000 plus assets based on types or categories, assets had been already added to the system now going to automate the EOL notification process any guidance with the automations? Have done a simple workflow Asset created or updated---->asset type is hardware----->send email Its not working for the already imported asset.

350
Sheelaciratechsoft
Apprentice

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