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How do I....?

How do I....?

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1642 Posts
B
Apprentice
Benmorgan86ukApprentice
asked in How do I....?
Clear date field in API

Hopefully something simple but it’s been annoying me for some time.I have added a custom field (a date) into our Requests form and I am able to query it etc. using the API.The absolute final thing I need to be able to do is simply clear the date through the API. Just the one little button highlighted below, but I cannot find an API command for doing this for love nor money. Please someone save my madness.

441
B
Apprentice
M
Apprentice
manoj.kumaracheliyanApprentice
asked in How do I....?
URI for Azure Alerting to FS

Hello,I’m setting up Azure Alerting to FS, following this article. Integrate Microsoft Azure with Freshservice Alert Management : FreshserviceI’ve setup both ends. But the article does not mention what the URI is in one of the steps in Azure.Where do I find the URI? Thanks

602
M
Apprentice
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
How did the global pandemic change your IT support forever?

There must be very few people around the world that weren’t affected by the pandemic (and many sadly still are) but what about your organization’s IT support capabilities? What do you now do differently to in February 2020 that will likely stay as a standard IT support practice going forward?

181
manns
Skilled Expert
Luyar123
Apprentice
Luyar123Apprentice
asked in How do I....?
Using the API to add any asset from inventory to a new ticket

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report.  If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API.  The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable.  However, to add an asset to a ticket that is being created, I need to use the display_id for the printer.  I know this is available through the URL for the printer, but I’m

2581
Glavin Crasta
Top Contributor
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in How do I....?
How can I provide an estimated response time in a new ticket email notification?

I am wanting to provide a requester an expectation for IT response without using a table. For instance if the {{ticket.priority}} is Urgent and the SLA Matrix defines that Urgent is First Response = 30 minutes, I want to be able to placeholder that in the new ticket email notification. How can I achieve this?What I am doing today:Dear {{ticket.requester.name}},IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.impact}} of your ticket. You can expect an IT response by using the table below: Priority First Response Urgent 30 minutes High 2 business hours Medium 4 business hours Low 8 business hours  What I want to do:Dear {{ticket.requester.name}},IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.imp

711
Glavin Crasta
Top Contributor
P
Top Contributor
pcookeTop Contributor
asked in How do I....?
Editing Item Requested popup page

HiAre we able to edit the ‘check out’ page that appears when you press the ‘place request’ button in the service catalog? We have a scenario whereby for some of our service requests we don’t want to show the cost (or total cost) field to the requester when they are viewing the ‘Items requested’ page.  ThanksPhil.

17013
P
Top Contributor
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
Employee experience and service management

A good while back I asked if your organization is using employee experience management data to improve its IT or ESM service delivery and support operations and outcomes? From what’s it doing to what has been identified to improve upon. Or whether it has plans to do so in the future.Maybe the post was too early in the Community’s evolution to gain traction, so I’m asking these questions again. Do you have anything that can be shared with your Freshservice peers? Please let me an others know via a response. Thanks :)

120
manns
Skilled Expert
SimonRoose
Apprentice
SimonRooseApprentice
asked in How do I....?
Microsoft Teams convert chat to ticket

Hi I wondered if there was a method to convert a MS Teams chat to a ticket,  A lot of the comms now come to specific agents via Teams rather than email (we are a small team) and it would be great to convert a conversation to a ticket - is it possible ?

7928
G
Contributor
Pricey99d
Apprentice
Pricey99dApprentice
asked in How do I....?
Mac install

Hi Team,I am having issues getting my Freshservice Discovery Agent reporting into Freshservice and can not sun any of the Freshservice commands found here:https://support.freshservice.com/support/solutions/articles/50000002840-discovery-agent-commands-mac-linux- I had installed the application once, removed it via command then installed it again, removed it via folder deletion and installed again and I believe we are in a bit of a knot - reading through the forum it looks like there are clean up scripts that need to be run? Can I please get some support?

1280
Pricey99d
Apprentice
J
Contributor
JoeSuarezContributor
asked in How do I....?
Show agent Outlook calendar in Task Calendar

I’ve read the posts and have installed the Outlook 365 app which allows the tasks created to be placed on the Outlook calendar. What I’d like to do is see the agent’s availability from Outlook in the task calendar - just a free/busy view - to help with scheduling tasks across a team. With this, the agents (and managers) would not need to bounce between calendars to see if an agent is available to perform a task or not. Color coding for each agent in the calendar would be a big plus. Is this something that is available now? 

360
J
Contributor
SchoolGuy
Apprentice
SchoolGuyApprentice
asked in How do I....?
Yearly hardware inventory

What is the best practice for doing a yearly hardware inventory? We are a public school district with about 6000 endpoints and id like to do a summer audit.  We currently use the google connector for adding chrome devices and a combo of probe and agent for windows devices.

611
D
Skilled Expert
stefenpaul
Apprentice
stefenpaulApprentice
asked in How do I....?
how to handle nasty customers?

Currently i am working as a commercial executive in a company. everyday i deal with so many peopple to book orders because im working as a trader. sometimes i have to bear so much disrespect and no one take action because they are our clients. Even boss does not take any action. How can i deal with such customers. Should i enrol your Customer Service course to learn this kind of tectics? 

564
manns
Skilled Expert
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
What ITSM capability would you like to adopt next?

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 the organization.So, what ITSM capabilities would you like to add into your organization? And what’s stopping you doing so?Please let me know as a response. Thanks.

90
manns
Skilled Expert
D
Apprentice
DamianJBunnApprentice
asked in How do I....?
Disable email notification on Contracts

Is there a way to disable the email approval notification when creating or editing a contract. This is an unnecessary step for us.If this is not possible can I approve a contract when creating a contract to avoid these notifications.

150
D
Apprentice
vishal.abraham
Skilled Expert
vishal.abrahamSkilled Expert
asked in How do I....?
Cloud Discovery - Azure, AWS resources

Hey everyone, we’re looking to bolster our CMDB by providing discovery into your Cloud infrastructure. We’re starting off by supporting discovery on AWS and Azure and will add more providers incrementally. I’d love to connect with anybody who would be interested in this feature. 

1555
vishal.abraham
Skilled Expert
Sean Et Cetera
Apprentice
Sean Et CeteraApprentice
asked in How do I....?
Using the API to add any asset from inventory to a new ticket

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report.  If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API.  The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable.  However, to add an asset to a ticket that is being created, I need to use the display_id for the printer.  I know this is available through the URL for the printer, but I’m

1052
Luyar123
Apprentice
DenisPom
Apprentice
DenisPomApprentice
asked in How do I....?
Reports on what Solutions people are Searching for in FreshService

Greetings,Is it possible to run reports on word searches (and other information) that customers at my institution use to search for solutions?Thanks much,Denis 

180
DenisPom
Apprentice
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in How do I....?
How do I prevent a CAB member from approving their own changes?

Members of our CAB also request and implement change tickets of their own. I want a simple way to remove a CAB member from the list of approvers if they are the requester or implementer.  How can I achieve this?

501
manns
Skilled Expert
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in How do I....?
Pre-approved changes

How do you ensure that pre-approved changes are indeed pre-approved and not being selected to skip approvals? I know actions that can be manually done to prevent this but I want to enable change implementers to use pre-approved changes more effectively. My initial thought was to have a business rule that forces a change template is selected/required on submitting the change request but there other benefits to using templates outside of pre-approval and doesn’t really fix the change process avoidance issue.How are you doing this at your organization? We tend to align with ITIL where possible but has been a 2 year journey thus far. Thanks in advance. 

1233
kcbates
Skilled Expert
P
Top Contributor
phodgkinsonTop Contributor
posted in How do I....?
New Email Setup Required - No Warning Notice Sent out

I just stumbled on this article updated May 14, 2020 about change from Sendgrid to FS own mail servers. This is a big change as it would seriously impact users receiving emails from helpdesks everywhere. How is it possible a change like this can take place with no emails sent out to customers? No post here in the forums? Are we just supposed to find out when our customers stop receiving helpdesk emails?https://support.freshservice.com/support/solutions/articles/50000001087-migrating-from-sendgrid-to-freshworks-email-service

274
rajagopal.baladhandayutham
Community Manager
Jason3DR
Apprentice
Jason3DRApprentice
posted in How do I....?
I cannot get any email sent to new users or agents

We are testing freshservice for first time, email regarding ticket responses goes just fine, but I cannot get any email sent to new users or agents when they are added. Also cannot get reply emails regarding the online academy training login either. Any suggestions, our email is through G-Suite.

861
rajagopal.baladhandayutham
Community Manager
manns
Skilled Expert
mannsFeatured Influencer
posted in How do I....?
How good are your ITSM processes/practices?

One of the things I always tell people asking about their ITSM capabilities is that their vision of how well other organizations are doing is likely much higher than the reality. To help, I’m sharing a snapshot from 2012 (I plan to redo the survey very soon) and I’d be willing to bet that while there is improvement there’s still much that could be improved on in terms of our collective capabilities. Especially when sharing them with other business functions via enterprise service management. How are you doing in respect of the following processes?   Answer Options All Good Good But Needs Improvement Poor/ Basic Planning/ Establishing Seen As A Nice To Have Longer Term No Interest Service Desk operation 18.4% 63.2% 14.5% 1.3% 1.3% 1.3% Incident Management 17.1% 67.1% 13.2% 1.3% 0.0% 1.3% Self-service 8.0% 25.3% 42.7% 14.7% 5.3% 4.0% Problem Management 9.2% 38.2% 34.2% 10.5% 6.6% 1.3% Event Management 12.2% 33.8

360
manns
Skilled Expert
S
Contributor
Scott GContributor
asked in How do I....?
Project Management

I am using Freshservice Project management. Creating the tasks and subtasks work okay. When I try to use the drag and drop for Finish to Start or extend a tasks time in GANTT view, more often than not, the project management page will lock up. Eventually the browser returns the error message ‘This page is not responding left for a while. It comes back eventually. It seems to take a long while for a simple change. Other times, the page will return to an unhappy face and must be closed and reopened.Any feedback much appreciated.Using MS Edge or Firefox - happens in both

760
S
Contributor
J
Apprentice
jpaulinApprentice
asked in How do I....?
FreshService Probe stops scanning after a few days

Hello,I have this problem with a client where after about 7 days it stops working.If I cancel the ongoing IP range scan it will just start again and work for a few days.This is what I see in the logs at the moment the task was supposed to start on the day it stopped working: 2021-09-21 10:15:03,364 [8] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - waiting for monitoring thread to complete.2021-09-21 10:15:05,833 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 12021-09-21 10:15:08,864 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:11,882 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:14,898 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:17,915 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be

2272
J
Apprentice
katyanick
Apprentice
katyanickApprentice
asked in How do I....?
Hi there I questions I need to get answered.

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM.  

371
manns
Skilled Expert

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