How do I....?

Is there a way to change the order of tasks in the Next Gen Project Management tools? Thanks Scott

Is there a way to modify some fields, i.e. if I need to change Urenecy to these 4 categories (low, medium, high, critical) how do I proceed

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). 

I’m looking to add a complete table of contents to our solutions landing page in FreshService. Does anyone have custom code examples?Thanks in advance!

I'm trying to get tickets by agent, so I'm doing this:domain.freshservice.com/api/v2/search/tickets?query="agent_id:234568215"but I want to take only the ones that are still open or were resolved/closed in the last two days. there is no documentation about search in FreshService API documentation (https://api.freshservice.com/v2/#view_all_ticket)in FreshDesk page I've found about it (https://developer.freshdesk.com/api/#list_all_tickets)but if I try to use updated_at:>'2018-08-26' I get the following error:{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]} Is this going to

Hi,Not sure whether this should go into Report Problem or Feature Request, it's a bit of both.When we first started using Freshservice, we created a form in the Service Catalog, and on that form we had 3 additional items so 3 child tickets would be created. These forms were only to be used as part of the main form and nowhere else, so we looked for a method of hiding the forms from the catalog. Through trial and error, we discovered that if, on the forms that were to be hidden, we set the visible access to a group level that had no contacts or any conditions at all, then this removed the form from the user view, but it could still be seen within the main forms additional items and submitted as usual.I believe now this was more of an exploit than a proper feature, though it could be that this was an unintentional benefit of the system that has since been removed.So this is either a report of a prob

Hi,I have a usecase in which I have to generate alerts in freshservice using webhooks or API,so when a particular event is fired , an alert is generated on freshservice,RegardsTaz

I’m looking for a way to reject tickets from specified requestors, specifically shared email accounts in our organization. I’m aware that I could do this via automation, but I’ve noticed that under Admin > Requesters I see that there is a category for Blocked requestors. I’m having trouble finding information on what exactly it means for a requester to be blocked, or even how to mark a requester as blocked. Any info or insight would be very much appreciated! Blocked Requestors category 

Good morning,I am new here and hope you can help me.We get a lot of tickets where we have to put users out of service. This happens on the day itself, so sometimes it is a month later, but sometimes it is only after 3 months. I now put the status on hold, but it does pollute the overview.Is there a possibility that the tickets will be closed and then automatically reopened on a specific date?Hope to hear from you, thanks in advance.Greetings Maikel

Hey, everyone!I wanted to see what integrations with Workday people had, and how they’re leveraging them within Freshservice. Internally we’ve been told by the team that manages Workday it’s not possible but I’m unsure if that’s due to a lack of integrations or lack of knowledge around the product from the team. Thanks in advance!

Looking for ways to connect your monitoring tool with Freshservice? We got you covered.Freshservice’s AMS can be integrated with any monitoring tool that supports API payload.Watch this video to find out how to set this up in your Freshservice instance. Resources:Alert Management Kbase - https://support.freshservice.com/support/solutions/50000000126​​​​​​​

I was not able to find instructions for accessing the Freshservice API through PowerShell so I am providing a few examples that may benefit of other customers: # Set global variables $APIKey = 'Your API Key' $EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $APIKey,$null))) $HTTPHeaders = @{} $HTTPHeaders.Add('Authorization', ("Basic {0}" -f $EncodedCredentials)) $HTTPHeaders.Add('Content-Type', 'application/json') # GET example: get all users (limited to first 50) $URL = 'https://yourcompany.freshservice.com/itil/requesters.json?state=all' Invoke-RestMethod -Method Get -Uri $URL -Headers $HTTPHeaders # PUT example: update a user $URL = 'https://yourcompany.freshservice.com/itil/requesters/[id].json' $UserAttributes = @{} $UserAttributes.Add('name', 'John Doe' $UserAttributes.Add('phone' , '(123) 456-7890') $UserAttributes = @{'user'

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.

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

Hi,Has anyone found a way of restricting permissions for the Discovery Probe to access WMI resources on Windows Machines in the IP Scope without assigning full local administrator access?I tried this guide but couldn’t find a working combination.

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: 

Hi,We are using service requests extensively.  We are using API PUT calls within ticket automators to set the due date on the service request according to a date field selected by the user within the service request.  This is working successfully.I’d like to be able to set the response due date to one or two days prior to that due date, meaning I need to add -2 days to the due date.  For certain service requests, I’d like to be able to set the due date a week after the creation date, meaning I need to add 7 days to the ticket creation date.  I’ve spent days combing support materials and I can’t get anything to work.  This is my best current guess (I’m adding this as a note to the ticket to test the placeholders/filters): Ticket created at {{ticket.created_at}}One day later is {{ ticket.created_at | date_add: 1, "day" }} It doesn’t work, it just gives me the ticket creation date twice and no errors:Ticket created at Tue, 2021, D

I have several Categories and Sub-categories used in Incidents and Changes.Is it possible to hide categories if they are no longer required? If not, what happens to the information in existing (albeit resolved and closed) incidents and changes if I delete the Category or Sub-category?

Hi, I try to connect my freshservice app on my samsung pad with my google account but it’s not working anymore. i have a 403 error i think there is a problem with google device policy. 

In Admin → Ticket Fields, how do you set a dropdown field to allow a user to select multiple entries? Is this possible? If yes, please explain how. Appreciate the help.

Hello, I’m having difficulties configuring the integration between Freshservice Alerts and SolarWinds.I used this documentation:https://support.freshservice.com/support/solutions/articles/50000002747-integrate-solarwinds-npm-with-freshservice-alert-managementWhen trying to simulate the alert SolarWinds says that ‘action executed successfully’ but the test alert is not created in the alerts section in Freshservice.API reference at https://api.freshservice.com/#introduction shows CURL examples only for tickets, changes etc. but not for Alerts.Can anyone suggest how can I debug the configuration using CURL or some other method?Has

I have problem with this API, I receive an empty object:  /api/v2/tickets/[id]/requested_items Any idea, thanks!

Dear team  Getting below validation error while creating ticket from api v2 I have added all mandatory fields but still same Can anyone please check and advice  {    "description": "Validation failed",    "errors": [        {            "field": "lsungsversion",            "message": "It should be of type String",            "code": "missing_field"        }    ]} 

Hi, I don't understand what's the real difference and the best uses for each of those two utilities, can someone explain me?Thanks

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.