How do I....?

I’ve got 1600 items in inventory-trashed some of which need to be restored and some that need to be deleted permanently. I’ve created a csv of the items I want to delete permanently...is there a way to use a csv to bulk delete those items or do i have to go through one at a time?

Simple request, please.How do I write a webhook that changes the requester’s email address, when a ticket is raised, to a specific, pre-existing requester email address. example, change from my email address (i.cameron@abdn.ac.uk) to a generic address, in this case, unknown@abdn.ac.uk we used to have this working but suspect change to APIv2 has broken it.   

Just wondering if anyone found a good way to encrypt passwords for some applications when sending a new password to a customer?ATM we give the new password (not AD as its automated) by phone but i was wondering if someone already tried password link or other API to secure the password in a reply to the client so its not visible anymore (after reading it once or expires after 7 days of not reading it)Docs - API examples | Password.link has some api examples, but I'm not sure if they are secure enough?how do you deal with password resets in your company?

https://support.freshservice.com/en/support/solutions/articles/50000000589-how-to-restrict-catalog-items-to-specific-users- Hello, i followed the guide above to restrict SR item from being displayed for several users (or allow it only for a requester group(s)  Even after updating the ‘Requester Visibility’, I (Admin) am still able to see that SR item.  Is this because I am an admin or is there something I need to do more? I double checked I am not part of that Requester group. I also tested by updating ‘Agent Visibility’ to only include a group that I am not a member of.  

has anyone been integrated Cognitoforms?  Or even be able to replace it with signature spots in Freshservice?  

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view. What is everyone's practice for dealing with former employee requesters? Do you purge them or something else? What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?

Hi thereFreshworks announced this in the V2 API Documentation for FreshserviceFollowing Project APIs are for legacy project management and these are not compatible with the new-gen project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen will also be rolled out soon.  Anyone knows what “soon” means? 😉I ask, because we really need this for our Projects.ThanksStefan

I am about to make a new service catalog with items in it,  but unfortunately did I by a mistake not clone a template but overwrite it instead. So the Thumbnail picture is now gone - no where to be found :( Can I, in anyway find the Freshservice default Icons for service catalogs somewhere? I don´t think this will be the last time, and I really need a mobilephone Icon :D  Please help us out 

By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?

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. 

Thought i’d share this workflow setup.Scenario: You want to set up a trigger in a ticket that adds a few days to the due date on changing specific information within the ticket. (days added can even be defined on what was changed and what was changed to)  Challenge: it is possible that the due date could end up on a weekend outside of business hours as Set Due Date as action overrides business hour settings from my testing.  Solution: using expressions with the addDays and weekday and if functions, you can specify how many days to add to the due date on a ticket while also avoiding having the ticket’s due date fall on a weekend. Breakdown:First within the workflow define the condition to that will trigger the addDays expression (example: you have a process step dropdown in the ticket, the condition looks for what step is selected)Next set up the first expression (E1) that will take the current date/time and add a specified number of days {example: addDays('{{current_date_and_time_iso}}

Hi thereCan FreshService integrate with Power Automate (Microsoft O-365)  to automate certain things? How?Thank you.

Having a frustrating issue with the “Use Agent names for Personalized Email Replies ?” option in Freshservice.  We have the option enabled, but when we reply to a user from the ticket, the email the user gets is from the Helpdesk Email address, and isn’t showing the name of the agent.However, it’s only not working within our corporate email in Exchange/Outlook.  If I send replies to my personal Gmail account, or someone else’s personal Yahoo account, the agent name is shown.I submitted a ticket to Freshservice support and they said the issue is on our end, and I agree, and I assume there must be some Exchange/Outlook config preventing this feature, but I can’t figure it out.  Does anyone know what could be preventing this feature from working in our environment?

Hello, Is there a way to share the values selected when you have bundled SI? If you have a bundle for hardware like phone, computerExample, Location, payment information added to the main SI need to be added or updated in the child SI as they go to different groups. I can get the SI information using API but can’t see a way to update them. If I would use a WFA to update the fields afterwards. 

Hi, Following an annoucement of support for VMWare VCenter 6.5 and 6.7, I would like to know if there's a roadmap for VCenter 7.0 support.https://support.freshservice.com/en/support/solutions/articles/50000003772-freshservice-cloud-discovery-vmware-vcenterFreshworks support confirmed it was not supported yet. Best Regards,François 

Hi,Does anyone know how to switch between announcements on the portal?I setup 2 announcements, but only 1 is displayed and users need to click on “view all” link to view all announcements.I am able to customize the announcement banner with colors blinking and I setup it to stay at the bottom of the page:Anyone know how I can can switch from 1 announcement t the other announcement each 5 seconds for example?Thank you so much for your time​​​​​​​

Is there a way to have a combined view of all my tickets, projects that I own and tasks assigned to me? I use all three components of FS and really would like an easy way to see everything assigned to me and/or that I own (ticket or project). 

Hello, We have a need to send specific forms from Freshservice like a form for a credit card. The employee needs to fill out the form and sign it before a credit card can be issued. I am looking for a way to send the form and allow for it to be esigned and returned back in to the ticket.Has anyone done this and how? Mike

Hello,I've been working on some integrations between freshworks and azuredevops pipelines using the freshworks api v2, but I 'm getting errors everytime time I pass a planning_fields item.Couldn't find info in the documentation regarding updating these, could anybody send me an example of a json body to pass in the request to create a change request wich includes planning_fields values?Thanks,Orlando

What software have you been able to pair up with Freshservice that has given you that inside edge? Add your Tech Stacks down below in the comments and let’s see if we can build some “Power Combos”.For example….mine would be Freshservice and Microsoft Power Automate. I have used this combo to leverage the Freshservice API in some unique automations. It saves the agents time and makes my life easier 😃Look forward to seeing how others have built out functionality for their usecases!!!

FreshService uses several phases in the CM process.  OpenPlanningWaiting approvalPending releaseetc. But I cannot figure out how to change these. I want Development, SIT, UAT, etc. Not the default ones. How do I add my own (custom) CM phases?

The modern service desk is our most recent delivery of improvements to the tickets interface that gives you the chance to gain additional usability, which in turn helps increase performance in the company workforce.Make use of a more flexible style, thanks to the increased usage of white space, as well as more uniform spacing and font, which results in less cluttered navigation. We have now included a sticky tab that will bring up a new menu titled "Details" to make it easier for you to go to additional things regardless of where you are in the scrolling process. Therefore, you won't have to search high and low any longer to get the description of your chat! You may move on to the next activity in a flash utilizing the rapid hop navigation bar. Determine at a glance if a ticket pertains to an incident, a problem, or a change with the addition of a priority badge that contains module icons. You can see the description right away when viewed in tab format. Our most recent modifications t

Hi, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

 I am currently investigating the best approach for building a service desk system for multiple departments (e.g. IT, HR, Facilities etc). One requirement that we have that identified is that we want to have different configurations for each department (e.g. different email address and portals). Also we want to keep some of the content confidential (e.g. HR tickets should only be seen by the HR department).We are currently interested in finding out whether we can use MSP mode to do this, or whether a better approach would be to use different instances of FreshService, or whether there is another approach that we haven't come across yet. Does anybody have any views on the best way of setting up service desks for multiple departments in Freshservice?

 I wanted the 'Last Name' not mandatory and 'Title' as mandatory, I already modified the field properties as shown below:  However, when adding a requestor, it's not reflecting. Like Lastname should not be mandatory but the title instead. Am I doing something wrong? Please advise.