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How do I....?

How do I....?

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1644 Posts
BrendaM
Top Contributor
BrendaMTop Contributor
posted in How do I....?
Freshdesk-Freshservice integration: Allow Freshervice to initiate a ticket with Freshdesk

The current integration assumes Freshdesk is always the ‘customer’.  In our organization we have two support areas for our employees; IT (Freshservice) and Business Systems Support (Freshdesk).  We have three needs.  This integration solves for one.  It would be great to solve for all three.Business Systems request requires support from IT - solvedIT requires support from Business Systems - UnresolvedAbility to transfer a ticket to the proper helpdesk - UnresolvedOur business does not have a full fledged customer support area for all employee needs.  We have two support areas.  IT and Business systems. IT (Freshservice users) supports hardware and infrastructure such as phone systems and network. They also support licensed software such as Outlook, backups, etc.Business Systems Support consists of business analysts and technical analysts that support our business systems used to perform business transactions; services and systems provided through integrations with external partners.Ide

2058
Matthew843
Community Debut
E
Apprentice
elopezApprentice
posted in How do I....?
Import option | Companies

Is there anyway to import a CSV file in the companies section as we can do in the Contacts section? I have a lot of companies to migrate from our current solution to fresh for successfully migrate all the info.Contacts import option:Companies:?????

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T.Belevska
Community Debut
J
Top Contributor
JCCTop Contributor
asked in How do I....?
Asset Management - Importing a CSV

Hi AllI’m new to the group, so Hi everyone.I have been trying to import a CSV from our old asset management system into Freshworks. I have had some success while testing. However, I have deleted the test records that were imported. When I try to import a batch from the same original CSV, I get the email that says this:-Total records in CSV: 14 Number of records created : 0 Number of records updated : 14 Number of records failed : 0 Number of records unprocessed : 0  Yet the asset register is empty. Has anyone come across this before?     

1733
T.Belevska
Community Debut
N
Apprentice
necorbinApprentice
asked in How do I....?
Is there a way to import articles in a batch into the Knowledgebase?

Transitioning to Freshservice, and we are trying to figure out a way to import KB articles in a batch.  Is there any tool within Freshservice to do this?

5554
L
B
Apprentice
billy.hopkinsApprentice
posted in How do I....?
Importing Departments via API to PowerBI

Hi Am pulling in departments using below query:let     url=FreshServiceURL,     Source = Json.Document(Web.Contents(url & "/itil/departments.json")),     #"Converted to Table" = Table.FromList(Source, Splitter.SplitByNothing(), null, null),     #"Expanded Column1" = Table.ExpandRecordColumn(#"Converted to Table", "Column1", {"created_at", "head_id", "id", "name", "prime_user_id", "head_name", "prime_user_name"}, {"department.created_at", "department.head_id", "department.id", "department.name", "department.prime_user_id", "department.head_name", "department.prime_user_name"}),     #"Filtered Rows" = Table.SelectRows(#"Expanded Column1", each true) in     #"Filtered Rows"I am only getting 10 records through (the first page of departments in Freshservice) where as I have 14 total. Any ideas where I am going wrong? 

2012
T.Belevska
Community Debut
rmmiles
Apprentice
rmmilesApprentice
asked in How do I....?
Requester Import / Export via CSV in freshservice API?

Hello,Does anyone know if there is any way to view a current bulk import of requesters, stop a current import, or start a new import? This feature appears to be available via the freshdesk API (https://developers.freshdesk.com/api/#import_contact) but not for the freshservice API (https://api.freshservice.com/v2/#requesters)?This would be very useful since I started a bulk import of requeters over two days ago and it appears to be stuck. The web interface will not allow me to start a new import because it thinks the current one is still running.

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T.Belevska
Community Debut
H
Apprentice
HoldenApprentice
asked in How do I....?
Importing Data From Parent Ticket

I was wondering if it was possible to create an automation that reads data from entry fields in the parent ticket such as Employee Name or Contact Number, and puts it as a note in the child ticket. Any help is appreciated.

2758
T.Belevska
Community Debut
E
Top Contributor
EdKTop Contributor
asked in How do I....?
Convert to Shared Mailbox

I’m working on an offboarding process in FreshService and would like to convert a mailbox to shared.   We are a hybrid environment so I’m thinking that would need to be done in Exchange Online using Powershell somehow.  Has anyone figured out how to do this?   Thanks

19410
zachary.king
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
What does experience mean to your IT team(s)?

This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues your organization is facing to see if we can help. Thanks :)  

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manns
Skilled Expert
Jnstare
Apprentice
JnstareApprentice
asked in How do I....?
Nested IF expression

Is it possible to write an expression with nested IF?I want to extract a case number from the subject, but the sender sends emails with three different subjects.My thought was to write a function that checks if the beginning of the subject is XXX, then it should extract in a way. If the subject starts with YYY instead, it must extract in a different way. And if the topic starts with ZZZ, it should extract in a third way.Something like this:if(startsWith('{{ticket.subject}}','XXX'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','XXX',0)+length('XXX '), indexOf('{{ticket.subject}}',',',indexOf('{{ticket.subject}}','XXX',0) ) ), if(startsWith('{{ticket.subject}}','YYY'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','YYY',0)+length('YYY '), indexOf('{{ticket.subject}}',';',indexOf('{{ticket.subject}}','YYY',0) ) ), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','ZZZ',0)+length('ZZZ '), indexOf('{{ticket.subject}}',':',i

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zachary.king
Skilled Expert
T
Apprentice
ThaekorApprentice
asked in How do I....?
Department at a Glance for a specific Date Range

I have a director over maintenance who is trying to do a Report of Department at a Glance, but for a specific date range. I do not use this function, but he is telling me, that it he was able to set a specific date range previously, but he is unable to do so now. I have tried looking at it, for my department, but I have not been able to change any dates for those reports either. 

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zachary.king
Skilled Expert
M
Apprentice
m.fogliatoApprentice
posted in How do I....?
New email tickets automatically created as "incident" by default ?

Dear all,Could be possible to do not consider a new ticket (created by email) as an incident automatically ?If yes, could be possible to make categorization ("incident" or "request") mandatory before set the ticket as resolved ?Many thanks in advance for your kind help!Best regards,Mickael.

2102
M
Skilled Expert
Anusha
Community Manager
AnushaCommunity Manager
posted in How do I....?
Let's Talk ITOM – What's on your mind?

Namaste folks!The Let’s Talk ITOM webinar series is back by popular demand! If you haven’t chanced upon it yet, here’s the event listing. In these four webinars we’ll be exploring how you could derive greater value from Freshservice by unpacking the expanding Freshservice ITOM offering.Now, I need you to help us deliver a great campaign. How? By sharing with us what you’d like to explore regarding these four topics:Unified incident management – Freshservice & Freshdesk Deep dive into On-Call Management featuring latest enhancements Deep dive into Alert Management featuring latest enhancements Looking forward to Cloud Discovery & Service Mapping Is there anything specific you’d like to know? What challenges do you face managing your digital infrastructure? How would you describe your ideal on-call setup? Go on. List your questions and thoughts in this thread, and my team will strive to address them in the webinars.And sign up here, if you haven’t already!Speak soon :)Anusha

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Anusha
Community Manager
vishalnc
Top Contributor
vishalncTop Contributor
asked in How do I....?
Dual Asset Allocation report

I want a report, on who is having a dual asset. I am using Freshservice growth plan. 

140
vishalnc
Top Contributor
HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in How do I....?
Has anyone set up a way to add Location to be filterable?

Does anyone have a good way that they have added Requester Location to be a filterable option until Freshservice implements this for us? We use SCIM Provisioning with Okta to pull the Requester data into Freshservice.We have a global company and right now, our teams are looking at each and every ticket to see what geographical location it’s in. I suggested separate agent groups but they didn’t like that idea. Anyone have any other options they have implemented? Tags? Something else? Thank you!

540
HeatherM14
Top Contributor
J
Skilled Expert
je.aagSkilled Expert
asked in How do I....?
Custom Location Fields

I’m trying to find a way to create custom fields in the location object.  We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this.  Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?

4839
J
Skilled Expert
H
Skilled Expert
heluSkilled Expert
asked in How do I....?
Ticket list - Incident State?

Hi all,I’ve tried, but I can’t seem to find a solution. Is it possible to do change have the incident state behaves?Eg.:I have an incident, that first was put into “Pending Requester” State is “-” The Requester responded, and the state is changed to “Requester Responded”. That respond have I forwarded to an intern mail in our Finance department, but could also be to an external or any other e-mail. Then I set the status to “Pending Internal” The State is still “Requester Responded” and that’s the reason why I’m writing here:Can I somehow put that into state “-” like the ones where status is “Pending Requester”? Hope someone can help with this :)/Henrik  

1962
H
Skilled Expert
Jnstare
Apprentice
JnstareApprentice
asked in How do I....?
integrate Freshservice with Servicenow through Unifi

HelloI will need to integrate Freshservice with Servicenow through Unifi (sharelogic.com)Does anyone here have any experience setting it up?How did you make it?Is there any APP ready to install in the APPStore?

440
Jnstare
Apprentice
chad.walstrom
Apprentice
chad.walstromApprentice
asked in How do I....?
Can I stop the feedback banner maddness?

I edit a number of tickets as part of production support. Each time, it produces a pop-up notification in the top right corner of the screen that never auto-dismisses. I’m forced to click the [X] button for each one. How do I stop this madness?  

978
M
Skilled Expert
M
Skilled Expert
maxlehot1234Skilled Expert
asked in How do I....?
Send all new solution articles on a specifi teams channel when created/updated

Hi,Is it possible to send a link and a small preview of new solution article and when a solution is updates on a specific Microsoft Teams channel instead of me sending a link each time to my colleague?If anyone know how, let me know.   Thank you so much and have a nice day.**Sorry for my english, I’m french, I do my best**

622
M
Skilled Expert
D
Apprentice
d.lambrechtApprentice
asked in How do I....?
Report Time spent per agent

Hi, We used to have a report to look at time spent per ticket /day.I cant find it anymore under reports?Can Anyone help? Thanks

391
M
Community Debut
Cowby
Apprentice
CowbyApprentice
asked in How do I....?
Report - Agent name with group by option

Hi there,       I am new to freshservice and would like to create a report which would shows the current ticket status with category, status and agent name.  However, the first thing that I noticed is the “Group by” only allows 2 fields max and I couldn’t find agent name under Ticket matrix.  Please advise. Cowby

391
Crocus_Benford
Top Contributor
G
Skilled Expert
ggallawaySkilled Expert
asked in How do I....?
Duplicate Problems?

We use problems pretty extensively for both outages and long running issues that we get tickets about and want better coordination of resolution. However, sometimes staff doesn’t find an existing problem which causes us to have two problems that are the same. Ideally we would have the ability to merge two problems and transfer all the associated tickets from one to the other, similar to merging tickets. How do you handle duplicate problems? 

461
zachary.king
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
asked in How do I....?
An interesting employee experience stat for IT support teams

“64% of employees claim that the way they interact with technology directly impacts morale.”It’s another reason why employee experience has to be the “new frontier” for IT support.What’s your organization doing to ensure that employee experience is optimized? Note - It’s from a Freshworks’ competitor report but that shouldn’t stop people looking at the insights: https://rs.ivanti.com/reports/ivi-2700-2022-dex-report.pdf (and this direct link seems to bypass the need to register for it)

281
zachary.king
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
SMEs are more likely using enterprise service management than mid-market organizations

While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the early stages Yes, and we’re well advanced with it SMEs 27% 23% 29% 21% Mid-market organizations 35% 35% 27% 4% Enterprise organizations 19% 17% 44% 21%

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manns
Skilled Expert

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