How do I....?

Hello,I would like to know in freshservice, how can I do a list view by service item ?This field does not exist in filters.Can I add this field to use ?I need to know tickets by service items.Thank you.

Hello everyone,We are using Freshservice in our company, and have onboarded recently department outside of IT to use Freshservice (eg: People, Legal etc.).This led to the creation of new groups, including restricted groups.I receive question from users of those groups as they “lost” access to some tickets (I guess by re-assigning the ticket to a restricted group they don’t have access to, maybe by mistake).I’m curious to know if there is a way, as an admin, to know to which group a ticket is currently assigned?I don’t care about any details of the ticket, but only the group is currently assigned.The only information I have is the ticket ID.I’ve tried via the UI or the API (get tickets detail via ticket id), but as the group is restricted (and I’m not part of the group), I can’t access the information.Thanks,Matthieu

Hi all,I have a question that hopefully somebody can help me with. It doesn’t seem possibile to search through custom fields on tickets. Or at least, my customers can’t search for text stored at custom fields through our Freshservice portal. Is this correct? Or can I make it work in some manner?  

We use a couple of Service Items with bundled request - they requests although related to the parent ticket, are not being dealt with at the same time.  When we close the parent ticket, the child (bundled tickets are also being closed) is there a way to stop this happening? many thanks

Hi all,I want to limit the possible choices in a Service Request form for our requesters to chose from.how can i apply a filtering to a drop down element, that has “Assets” as its data source, to e.g. the Asset state?i only see filters for Asset Type, Department and Location.any ideas? Günther 

IN the Service Catalog, you can select for additional items to open a child ticket when selected, which I am grateful for.  The issue is though, the “Requestor” on those child tickets is “System”.  How can we make the requestor be the same on those child tickets the same as the parent when automatically opened?

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 a

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 specifi

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