How do I....?

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. 

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? 

  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

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?

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: 

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/

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

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 

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. 

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?

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

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.

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

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?    

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!

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.

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

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

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 :)

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

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

When people say that they “do” ITSM or have adopted ITIL, this can mean many things in terms of the capabilities that have been adopted. No matter if it’s just incident management or a dozen ITSM capabilities, there are still other ITSM capabilities that could be brought in to benefit your organization.So, what ITSM capabilities would you like to add into your organization next? And what’s stopping you doing so?Please let me know as a response. Thanks.=> I asked this a while back but thought it worth another try given that I’m about to run a quick poll on the order of ITSM capability adoption... 

I see that you can add a CC to a service request via the built in forms but I would like to add a CC to a service request that I am creating with the API.  I can create the service request successfully via the API but I don’t see a way to add the CC.  Is this possible?

When in tabular view, can we highlight say lines of tickets with a certain status, say “Pending”. Our previous system could do this, but I don’t see any way in Freshservice. In other words, if I’m looking at a sheet of unresolved tickets, it would be helpful to have all “Pending” tickets highlighted in blue, or pick, or whatever - to visually distinguish them from the Open tickets.

A Community post reminded me of something I once wrote on very important roles as an addition to VIP lists. Here’s an abridged extract:This is nothing new; I was using one ten years ago (now 20 years ago). But VIR lists aren’t as common as they should be.It's simple - you take what you do for VIPs and replicate it for those business roles that are critical to business operations.How do you work out what they are (and who fills them)? Speak to your customers. These very important roles could be anywhere but, importantly, their IT might be critical to their role, and what they do in their role might be critical to business operations.So where are your VIRs and are you giving them the support they need?