How do I....?

Hello,I’m new to Freshservice. I just want to ask if where can maintain the Sub-category and Item for SR?  I'm having this kind of ticket view for all SR tickets. Also, I noticed when I point it to subject field, it will show - this ticket has no description. Is this the description system is referring to?Note : All my SR has description since its a required field. so i wonder what is this thing.

It doesn’t matter whether you need a plumber or an ITSM consultant, it can be difficult to select “the right one” from all the potential options. I like Stuart Rance’s simple advice for this - “The best way to select an ITSM consultant is by word of mouth. Talk to people you know and find a consultant that has done good work for other organizations.”Have you used this approach? Or, just as importantly, have you used a consultant/consultancy firm that failed to deliver what you needed?Either way, it would be great to share some related experiences and advice among the Community - please add your experiences and comments as a response.

Looking for any feedback on the MS Intune Integration With Freshservice good/bad?Thanks!

Hi there,We use the automated email notification to inform a customer that a ticket is created when they email us. However, we often have situations where we contact the customer without them reaching out to us first. In these situations we manuelly create a ticket to start the contact.Is there a way to prevent the email notification that a ticket was raised when the ticket was manually created by an agent and not raised by the customer themselves?Thanks in advance!Sam

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 anyone successfully configured the integration with SolarWinds? Any gotchas you experienced during the integration setup?Thanks!P.S.I’m not a developer.  

In a recent joint survey with Freshworks, we found that only one in five organizations (21%) think that the expected ROI for their self-service investment was achieved.How does this stat lie with your organization’s experiences with self-service? And if you’re one of the 21%, what would you recommend that others do to be successful with self-service?

I’m looking through the ideas section and there are some I like as well, but the post is marked as “Archived”. What does that mean? Is it no longer being considered? Any information would be appreciated. Thank you for any help.

Hello, Is there a way to automatically add an entry time when a ticket is created in freshservice? Any app or configuration would be useful. Thanks.

Especially ITIL 4 and the changes re ITIL v3/2011. I’d love to know and maybe we can help each other with our ITIL-related issues.Please share your thoughts as a response.Thanks.

I just noticed something odd, in the middle of migrating data and doing initial setup.  The ID numbers for agents shown in the web UI do not seem to match up with the ID numbers in the API.This might be expected but it seems really weird, and I’ve never seen another app that seems to have different IDs for seemingly the same objects.  Is this the same for everyone?ID from the Web UICan’t query via the web UI ID in the APIBut if I list all agents and pull the same person’s ID from there (different ID)Using that ID in the API works fine 

In the Fields for projects, I have setup the fields The question is the numbering of projects and the project list display. We number our projects like thisKey – Prefix = DropdownYR – number   2 digitsSequence – a 4 digit numberQuarter – DropdownQualifier – dropdown   Here is my question. I want to create a filed that combines all the information into one field. In the fields above if I enterKey – ISSYR – 21SequenceQuarter - 3Qualifier - G  have the results like the below inserted in a box that I can display on the ticket.ISS-21-1078-3-G

I’m not the “super admin” within my Fresh Service instance but I have been granted some elevated permissions.  I’m want to access the “https://millimanhelpdesk.freshservice.com/api/v2/groups” api to pull a list of groups - primarily to match group ID to group name.  However, I’m currently getting an “access_denied” message.  What permissions do I need to ask for in order to access the groups api?   Thanks,Ryan 

Hi, i need help with the freshservice system, i have 2 days that i can´t login with the admin account, it says an error "too many redirects" i cleaned up my cache and the problem persist. I need help quickly please, i have 2 days without this service, i can´t see the incidents or any ticket.

Hi,I have been using the Onboarding module for a while now and to get a picture of how things look, I have also created a report.When I pull the report, all the child tickets are listed down the left (SR-xxxxx) and they all refer to their Parent ticket. So far so good, BUT the parent ticket always starts with INC-xxxxx, If you go into the Parent Ticket, it shows as SR-xxxxx Any ideas what is happening here?

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​​​​​​​

We have a number of services that we pay monthly.  Are you using FreshService to track these?  If so, are you using POs or Contracts?  I also cannot find reporting that will show me costs over a period of time.  Thanks for any tips!

Hi There,We are currently working with a customer who wants to know how much time has the agents spent on resolving tickets in a week and in a month. Can this information be extracted? Thank you.Best,SPR

Ten years ago I wrote a blog called Giving Back to the ITSM Community in which I stated that we have the answers to most of our ITSM and IT support questions between us. I still believe this to be true and an upcoming Fireside Chat with Freshworks will discuss this, some specific common issues and “the answers,” and how we can better help each other to improve by using knowledge-sharing capabilities such as the Freshworks Community.The chat details are still being finalized but if you subscribe to this post you’ll be updated once this is done. Thanks.

Hai all,    I created an application in freshservice which is integrate with the third party systems. Everything is working fine in that app. But i need to add new features in that app. They are,Add user scopes to make the app accessible only by selected persons.Add private note when a button clicked in an app.How can i complete these tasks? Kindly share your suggestions. Thanks in advance...

I am trying to create tickets using postman or python , but i get back this error as follows{    "code": "access_denied",    "message": "You are not authorized to perform this action."} from http.client import HTTPSConnectionimport jsonfrom base64 import b64encode#This sets up the https connectionc = HTTPSConnection("midwichhelpdesk.freshservice.com")#we need to base 64 encode it#and then decode it to acsii as python 3 stores it as a byte stringuserAndPass = b64encode(b"tazeen_86@hotmail.com:Tazeen86!").decode("ascii")headers = {"Content-type": "application/json", "Accept": "application/json", 'Authorization' : 'Basic %s' % userAndPass }data={ "name" : "Taz", "requester_id":1, "email": "tazeen_86@hotmail.com", "phone":"+61452418384", "status":2, "priority":3, "source":1 }json_data = json.dumps(data)#then connectc.request('POST', '/api/v2/tickets',json_data, headers=headers)#get the response backres = c.getresponse()# at this point you could c

bonsoir l’api ne renvoi que 30 enregistrements.pourquoi ?exemple : https://<societe>.freshservice.com/api/v2/requesters 

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?

Seems like the FreshService Discovery Agent does not support the latest OS for Macs. Can we please get this sorted?

Good day, I've encountered a problem with getting agent data via Freshservice API. I'm making a GET request at '/agents/${id}’ to accuire an agent user data information, but in response I'm getting 404 Not Found Error.I use requester Id that is present with the creation of a ticket. I should note, that when the requester is not a Freshservice agent I can get their data just fine. How can I fix this problem, or is it a known problem? If so, when I can hope it will be fixed? 

Hello everyone, We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.You can download the full report here.We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.How did we arrive at this conclusion? We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions. Watch our video to get a glimpse of some of our key observations from the report.