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How do I....?

How do I....?

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1645 Posts
ayounkh123
Top Contributor
ayounkh123Top Contributor
asked in How do I....?
Updating New Created User Manager field

Dear Community,I am having trouble in updating the newly user manager directly using your APP Node in Freshservice.I am currently fetching the Manager from the Users Field as per below – Source is FS All UsersSee Below the form which user can click and use drop downProblem here is very frustrating – I have already added the thread below for Manager Field in the APP Action Update User Node. (Below)However if I test this with the user name only, it is successfulMy Problem is now, How can I let your APP only search for the user name ?Currently in the Manager Field on Form its selecting the whole thread of display name,.I JUST WANT IF HR SELECT PARTICULAR USER, THEN SYSTEM ONLY FETCHES THAT USER USERNAME IN ADHope all clear ? attached are the picture for your referenceLooking forward to some suggestions from the communityRegardsAyoun

322
zachary.king
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
Advanced ITSM?

I’m not one for new terms as I think that they’re often marketing led rather than need led. For example, I remember Hybrid ITSM and Social IT a decade+ ago.However, when the ITSM.tools 2022 required-content poll was topped by “ITSM advanced” it got me thinking, and I haven’t stopped, about what this actually meant (as it started as the next step to “ITSM basics.”In many ways, this can be viewed as covering many of the ITSM trends that help to make IT service delivery and support capabilities better aligned with business needs. As well as highlighting the need to evolve ITSM.What would you call how you think your organization’s ITSM capabilities need to evolve? People were talking about Modern ITSM for a while but that didn’t seem to work.

370
manns
Skilled Expert
S
Apprentice
smoutcApprentice
asked in How do I....?
Creating multiple tickets from a single service request

We have certain processes that require multiple departments to complete different tasks related to the same process. Ideally, we would like to fill out one service request that results in separate tickets assigned to different groups.  We have tried the "additional items" option to create a bundle request, but on the child ticket, you can't see all of the fields of information that was inputted into the parent ticket, and we don't won't to define the same fields for the child request, because then you have to fill out the same information multiple times when filling in the service request.   Even if we wanted the owner of the child ticket to look at the details in the parent ticket, it isn’t always possible because sometimes they don’t have access to the group the parent ticket is assigned to. The enhancement request below is 5 years old, does speak to some of this, but thus far, there doesn’t seem to be an automated way of having the parent details copy into the child tickets.  (There

22786
eliataylor
Community Debut
S
Apprentice
selhiaApprentice
asked in How do I....?
Push custom attribute from Azure AD type collection(string) retrieved using Azure AD orch into a contact custom text field

Hello team, I am trying to send an attribute (type collection(string)) which I get from azure AD using the Azure AD orch into a field :below is the value I get and which I can’t push into the text field :{"extension_bexxxxxxxxxxae_Job@odata.type":"#Collection(String)","extension_bexxxxxxxxxxxxxxxxxxxae_Job":["HR"]} I would like to get only the HR. Can I custom the placeholder to only HR?Can you kindly help me with my issue? 

863
Daniel Söderlund
Skilled Expert
niyaskc
Apprentice
niyaskcApprentice
asked in How do I....?
Project Task Restriction

Option to restrict actions on a project task  only to the assignee. Currently, anyone part of the project can even close the tasks assigned to somebody else. 

151
eeha0120
Skilled Expert
cassidycz
Apprentice
cassidyczApprentice
asked in How do I....?
SLA Policy for 1 Service Type

I have a service request called “New Reporting Request” and it is the only service item that needs an SLA policy of 30 days, regardless of Priority. I’m trying to create a specific SLA policy by using its Subject/Title by using Ticket Fields.Subject contains New. It’s not working though. Any ideas? 

201
cassidycz
Apprentice
jameswbush
Apprentice
jameswbushApprentice
asked in How do I....?
How do I switch who asked for a ticket?

  Hello I just joined freshservice, so I'm still getting used to how the ticketing system works. I'm used to using Connect wise, Autotask, or other help desk software, so I'm a little confused by something I thought would be easy: Many tickets are sent in by people who are not the main requesters. Joe might ask us to fix Mary's things in an email. Well, we won't be working with Joe. Instead, we'll be working with Mary, so I'll change the requester on the ticket to Mary. I can't figure out how to do this in an easy way. I don't see a "edit" option in the "more" dropdown menu of the ticket.I am an administrator on the system.I'm willing to listen to any ideas.Thanks ahead of time

271
H
Apprentice
SFrank
Apprentice
SFrankApprentice
asked in How do I....?
Requester group able to see all tickets

I am using the ticketing system for a non-IT request. I need an entire requester group to be able to see all the tickets that are submitted by that requester group. I know we can’t use a shared email address that everyone uses, as need to have each person use their personal email, but everyone needs to have access to those tickets. Is there a way to do this?

1352
BryceK
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
How do organizations adopt ITIL processes/practices?

One of the questions I get asked every now and then is “We use the ITIL X, Y, and Z processes, but what do organizations generally do next?” The answer is that no one really knows.To help, we are running a quick poll that asks respondents to share how they adopted different ITIL capabilities. Hopefully, this will finally give us a generic answer to the question.https://docs.google.com/forms/d/e/1FAIpQLSeAK5JfBAdS-wZqUHdueQWorzCjyF3OnTaEOaskUdi1_fGDWA/viewformPlease take the poll to help us to help you and others :) Here are the results of our last poll/survey: 

260
manns
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
Wellbeing in IT (and ITSM)

We published the initial results of this Wellbeing in ITSM survey yesterday. There are some interesting insights such as:88% of survey respondents think working in IT will get harder (at least for some roles) 67% of survey respondents state that working in IT has adversely affected their wellbeing to some extent three-fifths of employees prefer to be away from the office, while another fifth have no preferenceThe full set of initial results can be read here: https://itsm.tools/wellbeing-in-itsm-2022/

150
manns
Skilled Expert
B
Apprentice
beav4027Apprentice
asked in How do I....?
Discovery Agent for Ubuntu 22.04

Greetings!We need to rollout the Freshservice Discovery Agent to our Ubuntu 22.04 workstations.  However, the current agent only supports up to 20.04.  And 22.04 doesn’t work because Ubuntu went to SSLv3 recently, therefore libssl1.1 will not work on 22.04.I was wondering if anyone has found a workaround for 22.04?  I was able to get is almost working, but not quite.Thanks!V/r,Brad

880
B
Apprentice
D
Apprentice
DevonGansebomApprentice
asked in How do I....?
Microsoft AD Orch

Has anyone found a way to assign a primary AD group with the AD Orch App?Currently we are trying to create a “Limited” user account that does not get assigned to the Domain Users group. I need to assign another group as Primary before I can remove the user from the Domain Users group, but I am not able to figure out how to do that with the Orchestration App.  Any help is appreciated 

380
D
Apprentice
T
Top Contributor
TadasATop Contributor
asked in How do I....?
How to send email to reporting manager?

Hello,   At our company we use Jumpcloud and Freshservice (growth plan). Both great tools :) Now i would like to move a bit further and start using approval based workflows. I have an issue when i don’t have reporting manager set for the user inside the Freshservice. So i figured out, i could grab it from Jumpcloud side, so made this flow: A12 will get requester email and look for manager ID.And A11 i get email of that user reporting manager. So far so good. I am happy. Now i think, i will add action to send approval email to.. And to my surprise i cannot use variables from A11.  why there is this limitation?So i tough about few workarounds:1. update all users on Freshservice to have reporting manager info.2. Send reporting manager field during SAML login (But there is a catch, that sending custom fields to Freshservice on first user login gives error and user can’t login, but Freshservice do not want to fix it)What other options i have there? Thanks. 

822
T
Top Contributor
PeterNich
Apprentice
PeterNichApprentice
asked in How do I....?
Login redirect loop

I am unable to log in to my admin account because of an error with too many redirects. I have tried on 3 browsers and all give a version of the same error: ERR_TOO_MANY_REDIRECTS I have received one email to unlock my account but this did not work. Other posts here on same thing do not give a solution. Any thoughts/assistance?

1082
eeha0120
Skilled Expert
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in How do I....?
integrate Freshservice with Monday.com

Hello,  Anyone here who has created an integration between Monday.com and Freshservice  ?  TIADaniel

440
Daniel Söderlund
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
People management in IT - how do we prepare managers?

I’ve just been reading the ITIL 4 Workforce and Talent Management practice guide and it got me thinking about people management per se. It has been 15 years since I managed anyone but I did manage various teams for 15 years before that (inside and outside IT). However, I can’t remember ever being given any (line) management training to equip me.Just wondering if I’m alone in this or whether we as an industry should be doing more to create better managers.

395
manns
Skilled Expert
Mohitbhoi71
Apprentice
Mohitbhoi71Apprentice
asked in How do I....?
integration of Freshservice with ServiceNow

Hello, it is possible to integrate Freshservices with ServiceNow without using any third party or with 

15463
Velu
Community Debut
K
Apprentice
kamper249Apprentice
asked in How do I....?
3rd party support - open a ticket in their ticketing system

Hello, We use a 3rd party support group for a couple of our international locations. They use their own ticketing system and are not a part of ours. It was brought to my attention that there is a way to use fresh service to open a ticket within their system. Then when they close the ticket, it will set the status to closed in our system. Has anyone done this and how/where do I go about doing this?    

340
K
Apprentice
W
Contributor
WQOliviaContributor
asked in How do I....?
How to send an approval request to the requester in the Change Automator?

I cannot figure out how to send an approval email to the requester in the Change Automator. I really need to be able to do this as the requester of the change needs to approve of the direction the change is going in. I can easily add approval request of individuals but since the requester will usually always be different I do not know how to accomplish this. Thank you for any suggestions you can provide!

611
Daniel Söderlund
Skilled Expert
emmanuel.dubosMB
Apprentice
emmanuel.dubosMBApprentice
asked in How do I....?
Unexpected notification

Hi,I have only one users among other agents with the same profile, continuing receiving unexpected email for notifications on update on tickets.I have reviewed her profile, put her as an administrator temporarily to force to enable and then disable the corresponding toggle option (requester and cc notification for the email notifications) . Do you have any idea ?Thanks for your help.

80
emmanuel.dubosMB
Apprentice
JHK
Apprentice
JHKApprentice
asked in How do I....?
ticlet id change

Hi, I was wondering if the fLfreshservice supports changing ticket ids? 

160
JHK
Apprentice
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
Are corporate employee-wellbeing capabilities improving?

One of teh most interesting datasets from our recent Wellbeing in IT survey is this:Q6. Does your organization have suitable mechanisms for preventing and helping with employee wellbeing issues? Response 2022 Percentage 2020 Percentage Delta What’s “wellbeing”? 5% - +5% Don’t know/not really thought about it 11% 5% +6% No 2% 24% -22% Yes, but they need improving 46% 44% +2% Yes 36% 26% +10%  One delta jumps out – that the “no” responses have dropped from 24% to 2%. This change hopefully represents organizations’ increased focus on employee wellbeing, whether they work in IT or any other business function. However, only half of this delta is shown in the “yes” increases. Nonetheless, while there’s room for improvement, it’s still a great improvement.How does this stack up against your organization’s w

131
rashmi.nag
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
Paying It Forward

What’s the one thing you’ve learned in your years in IT support that you wish you knew when you started?Please share your valuable knowledge (even if obtained from a colleague) to help others (and if we get enough responses I bet there’s a blog or even an eBook in it @rhea.desouza). Thanks :)

1471
manns
Skilled Expert
zach.schmidt
Skilled Expert
zach.schmidtSkilled Expert
asked in How do I....?
Version History for Solutions

Is there a way to see version history on a solution article? Would be nice to know what changes were made.

702
zach.schmidt
Skilled Expert
M
Skilled Expert
m.riederSkilled Expert
posted in How do I....?
Orchestration Server – PowerShell App – Sample Usecase For Active Directory User only works on Domain Controller

I request you to add to for instructions article “Sample Usecase - Getting Custom Attributes For Active Directory User and parsing the attributes using the JSON Parser node”, the note, that ActiveDirectory cmdlets work only if the configured target server is a domain controller.I spend almost a whole day to find out the ActiveDirectory cmdlets in a PowerShell remote session only work when the target server is a Domain Controller. Also, if the ActiveDirectory Module is installed correctly on a server and the commands work locally, in a PSSession they won’t work. Please reproduce that for yourselves.Here I’m on a standard domain member server, without Domain Controller role:    Commands are working locallyCommands won’t work when connecting with a RemoteSession to the localhost:Here I’m on a Domain Controller; commands are working in RemoteSession Therefore the Orchstration Powershell App needs to have a Domain Controller as target configured to make the commands work you are showing in

3597
LNew
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