How do I....?

The modern service desk is our most recent delivery of improvements to the tickets interface that gives you the chance to gain additional usability, which in turn helps increase performance in the company workforce.Make use of a more flexible style, thanks to the increased usage of white space, as well as more uniform spacing and font, which results in less cluttered navigation. We have now included a sticky tab that will bring up a new menu titled "Details" to make it easier for you to go to additional things regardless of where you are in the scrolling process. Therefore, you won't have to search high and low any longer to get the description of your chat! You may move on to the next activity in a flash utilizing the rapid hop navigation bar. Determine at a glance if a ticket pertains to an i

Hi there, We are new to FreshService and I have a question. We have an agent discovered Asset. I was wondering how can I create and associate a Purchase Order with this? I know I can create a Purchase Order and receive it into our inventory but once I put in the Serial Number it says this asset already exists. I tried searching the Forums and Help Topic but no luck on this exact issue.Thank you!

Hello,I've been working on some integrations between freshworks and azuredevops pipelines using the freshworks api v2, but I 'm getting errors everytime time I pass a planning_fields item.Couldn't find info in the documentation regarding updating these, could anybody send me an example of a json body to pass in the request to create a change request wich includes planning_fields values?Thanks,Orlando

Hey All,I am trying to create an automation workflow that checks if a particular product is in stock, and if it is to then proceed with the ticket. Does anyone know how I can query a service item asset type? This is the field I am trying to reference and check if the asset_state=in stock.  Here is an example of the workflow:  I’m not sure if this is the best approach or I need to take a different approach. All help would be appreciated. Regards,Mark

Hi team,Does anybody know if there is a way of disabling the images from showing in the service catalog? We don't use the images and by showing them on the catalog it only takes up space and makes it difficult to navigate. I have tried searching through CSS and customization but I don't know how to proceed.Thanks!Nissy

Hi All,I’m wondering if anyone has come across a similar situation where they wanted to have different text in different approval emails depending on what is requested. We have various approvals and workflows set-up across different types of service requests. For example:any hardware requests go to the user’s department head, then on to the IT Manager. non-standard hardware/software requests go to me as EUS Support Team Lead for gathering further info, quotes, etc, before then going on to the department head, then the IT Manager for new starters, all requests first go to our HR department for them to go through all information and ensure it’s correct (to avoid us creating incorrectly spelled users, and to confirm whether the user can have a mobile phone as part of their contract, etc)I’d like to have various “copies” of approval emails that give instructions on what the approver should check depending on what the item is.

Hello,  I would like to add a placeholder for all pending approvals as well as what I have below.  What would I add to make that work.  Main issue if we have one approval and then a pending if we add another approval the one we just added to approve does not see anything because its only the last approver at the moment.  Thank you, 

Hi, I’ve been thinking if it is possible to setup like this:When user’s AD is already disabled it will sync to FreshService and it will also disabled the FreshService account. (btw im using Okta for SSO)

I am currently testing Freshservice as a trial and was using my test account from AD to create tickets. I'm using SAML through ADFS and the only attribute that Freshservice is using from AD is the email address. I'd like to get First Name and Last name as well. I have set up claim rules in ADFS but they do not appear to be working.

I love the Requester Responded alert on my tickets, but I would expect the alert to go away after I've read the response.  How can I make the alert go away without Replying to the Requester again?

Hi ,Is there an API to get all the service requests ticket details  with below condition:agent_id=<agent_name> AND status=2 AND (service_item_id=<id1> OR service_item_id=<id2> OR service_item_id=<id3>)Thanks, Renjith.

Hi Everyone,Since we are using Google as our mail server, I enabled only the Google login for all the users so that no unauthorize user can accesshowever, I have now 1 external agent that is using Microsoft mail, I already created his agent account but not sure how she will be logging in to the system  

Hello Team,Can any one guide me with step by step procedure for migration of tickets from ManageEngine ServiceDesk to Freshservice without any third party tool?Your solutions will be highly appreciated.Thanks in advance.HEMAL SHAH

Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue. In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it. If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option. I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either. Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it? Thanks, David.

Hi everyone.I am looking for some advise on how you have managed to encourage users to move away from emails and to go to the IT Portal to use solution articles and raise tickets from the portal.Currently our uptake for the portal is low, but want to encourage this in an effective way!Thanks

 One of the targets we are trying to improve is the resolved at first contact however, I need to report on the tickets that are being reassigned to other groups including the subject, who assigned it and the date, I can't seem to find a way to do it, does anyone have a solution?

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.

I’m new to trying to use the API.I’m trying to create a new ticket once some action is taken on an existing ticket.  In my case when we offboard someone, after they have been offboarded I need to file tickets and assign to different business owners so they can remove the user from their systems.I created a Web Request as follows:Request Type: PostEndpoint: https://domain.freshservice.com/api/v2/ticketsCredentials: Inline CredentialsAuthentication Type: Basic AuthUsername: my API KeyPassword: X  (thank you @zachary.king for posting that in multiple topics)Body: {  "description": "Details about the issue...",  "subject": "Support Needed...",  "source": 2,  "email": "myemail@mydomain.com",  "priority": 1,  "status": 2,

Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :) 

Is there a way to add in a custom field or two into the Purchase Order Detail Line?  For example a Comments/Notes field related to that particular item, rather than the entire PO?   Often times a PO has many items that are related to different GL codes, so to tag each product with its own GL Code would be helpful. I am aware of the ability of adding in Custom Fields into the header of the entire PO, but looking to add it into the detail of each line.  

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 

I see that you can add a CC to a service request via the built in forms but I would like to add a CC to a service request that I am creating with the API.  I can create the service request successfully via the API but I don’t see a way to add the CC.  Is this possible?

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view. What is everyone's practice for dealing with former employee requesters? Do you purge them or something else? What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?