How do I....?

One of the things I realised via customer conversations (as an industry analyst) is that we all tend to think that everyone else is doing things right (while we aren’t).Hopefully industry survey and benchmarking stats help us to see our relative strengths and weaknesses, but what else would you like insight into to better assess how well your IT organization is doing?Please share in a response :)

Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you  Have a great day and stay safeRegardsLucas

In email bodies we have expression like thisHi {{ticket.agent.name}},Ticket "#{{ticket.id}} - {{ticket.subject}}" has been reopened, please visit {{ticket.url}} to view the ticket. From where do we get the details about these field names to be used like ticket.subject?Is there any link where these details can be seen and also what would be the names of custom fields?

Hello Guys, Been trying to extract a specific part of the JQuery response below - { "ticket": { "cc_emails": null, "fwd_emails": null, "reply_cc_emails": null, "bcc_emails": null, "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": , "priority": 1, "requester_id": , "requested_for_id": "responder_id": 1, "source": , "status": , "subject": "HR Onboard(testing)", "to_emails": null, "sla_policy_id": , "department_id": , "id": 83, "type": "Incident", "due_by": "2022-08-16T02:08:08Z", "fr_due_by": "2022-08-07T23:08:09Z", "is_escalated": false, "description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style=\"\">\n<table border=\"0\" cells

Hey FS Community!  I’ve been the Freshservice admin for our org for 1.5 years and would consider myself an advanced user for anything offered in the GUI.  However, we’re looking to do more advanced routing of tickets and I’m having trouble with some of my syntaxes when it comes to creating API’s.  A lot of it is simply not understanding the “lingo”.  I’ve taken LinkedIn Learning courses, watched a few API intro courses on YouTube.  Does anyone have recommendations of how I can become more familiar with how to use them?Right now my focus is on creating new tickets based off items selected in a Service Catalog.  The below is almost a foreign language to me.  I don’t know what all the -v -u -H placeholders are, etc.  What am I supposed to do with this sample code?  Just looking to be pointed in the right direction.Thanks!  

Not strong with API, but I want to pull a date from the body and place it in the ticket name. In the body : Effective date:  <date here> I’d like to copy this text to the ticket name so that I can easily prioritize tickets based off effective date.  I hope this makes sense.

Hi AllI recently installed the 3rd Party Tech Affinity App Intune to sync our mobile devices with Freshservice for Inventory purposes. This works well but its occurred to me whilst liaising with Tech Affinity for some minor assistance that Tech Affinity can see my Intune App settings from their servers. This got me thinking, what other information they can see such as our mobile device information etc and the fact I didn't really carry out any third party DD on them.Freshservice has a KB on the app here - Linkas well as being awarded FreshWorks “Best Design Partner” and “Authorised Solution Partner”- LinkAm I over thinking this?

System Administrator Appreciation Day is on the 29th July https://sysadminday.com/What do you have planned? Please share with others :)

Hi there,with the Freshservice API V2 now it is possible to create Tasks in the New-Gen Project Management.Many Thanks for it.This works fine, only the description field works not with HTML text which is sent in the JSON.Info Field, content is from the json send via APIMy JSON looks like this:{"title":"Save Invoice","description": "<p>Some <strong>strong <\/strong>HTML <br \/>and <em>italic <\/em>Text.<\/p>","status_id":696,"priority_id":690,"type_id":863}Is this the right way to sent HTML content in the description field?I also tried to convert the description field to HTML entities, which displays the plain text with the encoded entities.Greetings,Stefan 

Has anyone done this, or knows how to help? I’m trying to create an alert from a windows script using curl.I have created an alert with a simple expected payload {  "Source": "$SOURCE",  "Status": "$STATUS"} What format should I use? I’ve tried different variations on the below, and pretty sure I get a connection, but I’m not passing the data correctly (no Alert is generated).curl.exe -H "Content-Type:application/json" -d "{'Source':'myscript', 'Status':'OK' }" https://mycompany.alerts.freshservice.com/integrations/alertid/alerts?auth-key=myauthkey(mycompany, alertid, myauthkey removed from the above, but I have these values from the webhook setup in Freshservice) Regasds,Amdrew 

Hi,I don’t know if its possible or if its something that can be added, but right now, requesters can fill a CSAT survey, but agents receive email notifications for a new reply each time.Any way to prevent this, but still allowing agent to receive the requester reply email notification?Maybe check here: Thank you so much and have a nice day, 

I am unable to activate the integration between Slack and Freshservice.  Please assist.

Did you miss the ‘Let’s Talk ITOM’ webinar campaign? No worries! The recordings can now be accessed on demand. Just grab some popcorn (or coffee), head over here, and sit back. Highlights:Webinar 1: Featured 2 demos showcasing unified incident management in Freshservice. Here’s a blog post covering the same. Webinar 2: Deep dive into On-Call Management – is especially ideal for Growth customers who, after the GA, have access to the module. Pro & Enterprise customers will get to know about all the enhancements since the Beta launch. Webinar 3: AMS 2.0 with easy onboarding, integrations, & intelligence – is great for grasping the multiple enhancements that now make the module a breeze to use. Webinar 4: Deep dive into Automated Grouping – is ideal for customers keen on AIOps. Remember, Automated Grouping is in Public Beta!Link to watch-on-demand page: Here 

In admin panel, the “Chat with us” and “Talk to use” button has no effect. Is Freshservice’s chat-box down?

Is it possible to set the default change type to “Major” when creating new changes?

Dear All, Can someone let me know what happens when you convert or associate an Incident to a Change? What happens to the SLA for the incident.Let’s say we have an incident which has been due for resolution for some time as its actually a change which needs to be implemented. What happens to the SLA when we create a change and associate with this incident.

HiWe have an existing IT Support wiki resource in SharePoint online. In an ideal world, I would like to create a “Solution” article in Freshservice with a title of “365 MFA” for example, but in the content of the Solution have it redirect to the corresponding SharePoint URL. Is this possible at all?Users experience would be click on the Solution and be redirected to SharePoint page.

2 questions about CSAT in FS(1) Is there a built-in way to allow a client to opt out of the CSAT?I was looking at trying to find a way for a client to opt out of the CSAT surveys by setting a value on their Company page (custom field) which would then be checked in the criteria of the survey - this does not appear to exist.(2) Survey regulation - does it work like I expect it to?Setting it thusly will send 1 x CSAT survey request out once in a custom 18 day period for each client that has a ticket in that 18 day period.OR will FS send out a CSAT survey on every ticket in that 18 day periodTIA for any ideas/insightsBryn

Hello, Looked at the SSH app and say that I need a Orchestration Server.Due to cost I use linux servers and looking for a way to ssh to them. Is there a Orchestration Server for linux or can the app talk direct to a linux server? 

Hello!Any way to use current logged in agent as a placeholder for responding to tickets in FreshService.For use in system reply template + canned responses. Small team so we will often reply across tickets without the need to change agent.Cheers,Michael.

Here’s something I recorded with @BarclayRae at the SITS event here in the UK. I think we covered quite a lot of ground as to what service management pros should be focused on: https://www.youtube.com/watch?v=gBvA85MbYCc&ab_channel=EnterpriseDigitalPodcastBut what did we miss?

Has anyone found the winning recipe for using human-based chat for IT support rather than other channels? Or have the growing capabilities of chatbots made this channel almost redundant? I’d love to hear some success stories and/or opinions. Thanks :)

I am trying to figure out what is the best way to handle this procedure. First I want to be able to send a custom email immediately when first response is breached to Agent “A”. Second I want to be able to a second custom email 1 hour after first response is breached to Agent “B”. I’ve looked around and cant figure out what the best combination of SLA and Supervisor rules should be used to accomplish this. Thanks!

Hi everoneCan someone explain me the difference between the crawling of SCCM data and if I install a agent on a client?Thank you.

Has anyone gone about installing the Freshservice discovery agent via JAMF? It looks like the PKG installer requires the configuration.json in the installer directory to add it to the tenant. Is this possible via a bash script or similar?I do so the Installing the Agent on multiple Mac devices using Remote Install Tool section of here, its unrealistic to be pre-filling a TXT file every time we image a new device.