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How do I....?

How do I....?

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1642 Posts
J
Skilled Expert
j.themannSkilled Expert
asked in How do I....?
Translation delegate approvals email

Hi, we use German as language, when someone delegate approvals the info mail is in English and there ist no way to change it.. does anybody know a solution for this problem?  Thanks a lot!  

292
J
Skilled Expert
M
Skilled Expert
MichaelJMSkilled Expert
asked in How do I....?
Agent as Requester

Apologies if I’m missing something, but I have searched and cannot find an answer.We have two workspaces in Freshservice - Facilities and IT. An ‘Agent’ in the Facilities workspace submitted an IT ticket but cannot view that ticket in the ticket portal because she’s an “agent” on the Facilities side. It tells her she doesn’t have access to view the ticket, and it doesn’t default her to the requester ‘portal’ view. Is there a way around this I’m missing? 

251
afautley
Skilled Expert
T
Skilled Expert
Tyne.gartonSkilled Expert
asked in How do I....?
Portal configuration

Hi. Is there a way we can re-size the tiles on the portal page and customize them without a logo? Please see example of what we’re trying to achieve below (refer to OR tile):   Thanks in advance. :)

282
T
Skilled Expert
J
Top Contributor
jpetersTop Contributor
asked in How do I....?
WINRM Error

Hello All,I am pretty sure somewhere down the line this is going to be user error (LOL) but when trying to run a basic Get User in the AD Orchestrator I am getting the following error and havent been able to figure it out. Any input would be appreciated. 

241
J
Top Contributor
mbutton
Apprentice
mbuttonApprentice
asked in How do I....?
Freshservice End User ticket templates

Hiya, First post. Does freshservice have the ability to allow end users to select from a dropdown of ticket templates created internally? This would allow repetitive tickets to be more uniform and easier to follow by my technicians. Cheers.

392
B
Skilled Expert
ATXMike
Apprentice
ATXMikeApprentice
asked in How do I....?
How To Query with Two Values

I was curious how I can make a GET request of an account record based upon a "CustomField: “Value” instead of just a query value of as outlined below:sales_account /api/search?q=[query param]&include=sales_account Currently the query param does not allow me to include two values, for example: [“clientname”:”JohnSmith”, “zipcode”:”90210”] Am I over looking something such as the filter function any help would be awesome?   

60
ATXMike
Apprentice
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?
How to reject the update ticket btn?

How can I reject/prevent the event of the onclick of the “update” of the ticket btn?I want to raise an event in my custom app, and want to reject the action of update btn, how can I do it, thanks :)

230
M
Skilled Expert
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in How do I....?
Service Catalog Packages

Is it possible to create packages in the Service Catalog of individual items, e.g. monitor, keyboard, mouse, headset?

464
B
Skilled Expert
F
Apprentice
FP1Apprentice
asked in How do I....?
Onboarding Workflow

Hello,we just started using freshservice and began configuring the onboarding workflow.It works pretty good but I have 2 questions that i couldn’t find an answer to. The first one is regarding the email that is send out to the supervisor of the new hire.I dont know where to configure the mail that is sent out, so now the supervisor gets an email that just states that a new onboarding form is pending and provides the link to it. There isn’t even a placeholder for the supervisor name. Second question is about the form that the link of the mail that’s mentioned above takes you.I defined an onboarding set that lets you order stuff for a new employee, but i can’t order the same item multiple times, is there a way to make this work? After i couldn’t find an option for that, I even tried to take the easy way and put the item in multiple times but that isn’t possible since it is linked to the service catalogue. Has anybody got an idea to solve this?

400
F
Apprentice
F
Apprentice
Freshies23Apprentice
posted in How do I....?
Onboarding Console down

I have an active ticket open since this morning with support, but am curious if others have experienced this error before with the onboarding module? Does not give much confidence in going live with onboarding.   

255
A
Community Debut
C
Contributor
CStanfordContributor
asked in How do I....?
Multiple Ticket pages with workspace filters

We currently have 2 areas of the support desk, I would like to be able to customize the requester portal to only show IT tickets in the “tickets” page, and make a separate page for “HR” tickets.  This is to reduce requester confusion on 2 very separate entities using the support portal  Is there a way to customize the portal to do this?

284
C
Contributor
A
Contributor
andrew.barberContributor
asked in How do I....?
Ability to pend/stop SLA after workaround provided

Hi,I’m looking for a way to pend SLA timer once We have been able to provide a workaround to the customer who raised and incident. I know that there is the ability to pend the SLA depending on the status used but that won’t work for our business process. Has anyone found a way to do this by another means?TIAAndrew

91
eeha0120
Skilled Expert
D
Apprentice
Davey BApprentice
asked in How do I....?
How do I Bulk Associate Incidents with an Existing Problem

Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue. In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it. If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option. I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either. Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it? Thanks, David.

2265
afautley
Skilled Expert
T
Skilled Expert
Tyne.gartonSkilled Expert
asked in How do I....?
Freshservice Announcement Feature - Requester View

Hi there. Does anyone know any CSS code we could use to try to change the colour of the announcements feature in Freshservice (front-end)? We are looking to find a way to make it stand out more from our portal banner. Or even if we could re-position it into the white space below that could also be a solution. I have attached a screenshot and included the current code for the Announcement View (under service desk re-branding settings):  {{#if showLoader}}  <div class="announcement-detail-loader">    {{> loader}}    {{> loader}}  </div>{{else}}  <div class="announcement-detail-nav">    <a href="/support/announcements" class="back">      <span class="ficon-arrow-left back-icon" role="presentation"></span>{{translate "portal.announcements_sidebar.back_to_announcements"}}    </a>  </div>  <article class="announcement-detail-container">    <header class="announcement-detail-header">      <div class="announcement-postedby-im

494
T
Skilled Expert
T
Skilled Expert
Tyne.gartonSkilled Expert
asked in How do I....?
Freshservice - Report an Issue function

Hi there, I’m wanting to know if the Report an Issue page in the support portal can be overwritten with different text i.e. Report a Query instead? Please see screenshot attached. TIA!

171
eeha0120
Skilled Expert
zaamsk07
Contributor
zaamsk07Contributor
asked in How do I....?
'Service Request' tickets are raised as Medium by Default

Hi Everyone!I hope you are doing well. Today is another day with another question I have. I have been trying to figure out the Priority set in the FreshService by default. Whenever any user tries to raise a Service Request ticket, it raises with the Priority as Medium in spite of not selecting any priority while raising the ticket. I think it has been set as default because we didn’t set the priority matrix as well till this time. If anyone has gone through this, please do let me know if we can change the priority set as default in the FreshService for Service Request.Thank you

242
lyle.smith
Contributor
T
Skilled Expert
Tyne.gartonSkilled Expert
asked in How do I....?
Freshservice portal design

Hi, I am currently re-designing our requester portal and I’m trying to find a way to pull the Announcements feature through to the front page (the same way it presents in the the default portal). At the moment it’s only visible under the user icon (see attached screenshots), is there a way to achieve this using code? Or will it pull through once the portal has been re-published? TIA! 

431
T
Skilled Expert
phongshader
Contributor
phongshaderContributor
asked in How do I....?
API connection to sandbox?

I want to test some API scripts to manipulate our asset list but I would like to do it in a sandbox first to test. Can I API connect to a FS sandbox or do I have to do it in production?

273
Daniel Söderlund
Skilled Expert
Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in How do I....?
How to reorder items in "all" catalogs

How to reorder items in "all" catalogsWe have over than 10 workspaces with different catalogs.I need to reorder them to be easy on the user's eye. 

151
eeha0120
Skilled Expert
Emanuel Surpanelu
Apprentice
Emanuel SurpaneluApprentice
asked in How do I....?
Freshservice ticket migration from US to EU instance

Hello,Need a bit of help in understanding how can i migrate freshservice tickets from an US to EU instance.Thanks!

101
Ghufran Pervaiz
Community Debut
T
Skilled Expert
Tyne.gartonSkilled Expert
asked in How do I....?
Portal Branding FS

I accidently reset the portal I re-designed, is there a way to get it back? This is in FS production (requester portal). 

151
rajagopal.baladhandayutham
Community Manager
J
Apprentice
JJB4Apprentice
asked in How do I....?
Is it possible to remove the "Add new requestor" link on the New Ticket creation form

When creating a new ticket as an agent, there is an “Add new Requester” link above the requester field.  I see this field even for an agent with a custom role that has very limited permissions.  Screenshot includes the link I would like to remove.  

131
eeha0120
Skilled Expert
A
Apprentice
ankushApprentice
asked in How do I....?
How to Manager customer's billing cycle in MSP model

Dear Team, If can anyone suggest me how to manager customer’s billing in MSP model. Some time some customer could be more than one contract in term of AMC, So in that case how we can manage customer’s billing cycle such service plan, contract billing kind off features in manage engines.  Is there any possibility to achieve those things.

343
eeha0120
Skilled Expert
DBZachritz
Apprentice
DBZachritzApprentice
asked in How do I....?
Bulk-forget requesters?

I’m new to FreshService and accidentally created a bunch (14,000) of requesters which I now need to forget. We’re not yet live in production.It’s been suggested that this could be done through the API via a Postman Runner, but I’ve been having difficulty forgetting more than one at a time.Does anyone have any tips or resources I could look at which would help me accomplish my goal? Ideally, I’d like to forget anyone created on or after 2023-09-28.Many thanks in advance!

162
DBZachritz
Apprentice
M
Apprentice
Maxime MoreauApprentice
asked in How do I....?
Dashboard custom task view

Hello the community,I have a little question, when we creat a custom view on the task module, we can’t find it on the dashboard part (we only got the “My Task” on the list).I hope someone can help us !Have a nice day,

381
eeha0120
Skilled Expert

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