How do I....?

Can a Merge be undone? or reversed

Hi All I'm doing some work on Software License Management and wondered if anyone has found a way to refresh the report during the day? It still shows data from this morning even though additional contracts and licenses have been added and products have been removed. Thanks Richard

Dear Freshservice-UsersActual situation:We have an actual customer with one "manager",who sees all the tickets of his company.We do have a bunch of solutiuons, all of them can be viewed only as an "agent".Problem:We'are facing an actual request from this customer: He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.Questions:a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?b) is there a way to restrict the access to solutions? based on group/company-role as an agent?Thanks in advance and best regardsRalph

Hello,   I am completely new to all of this and looking around for help.I am facing an issue in process monitor. I tried to block an application (cam studio) through process monitor, it throws an error that "this application cannot be blocked" and a notification is shown that this file is infected and need to restart. I've checked process monitor explainer videos but I don't the detailed.How can I fix this? .I went through many resources but did not find any solution for this issues. Please help me out.   Any help will be appreciated. Thank you

When using more options, for example, a bulk update at a Relation. Then you have to wait 10 seconds... I've added a video showing this problem.

When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes. Advice would be appreciated! Thanks

To me it seems like the Change module should get some attention. We use this module a lot, but I see the following problems with it: You can edit a change after approval Thats right, if an agent creates a change and the CAB board approves it, the agent can edit the change and the CAB board will not be informed or have to approve the edit - the change remains approved Changes stay open after approval If I filter changes on Approved and Open right now in our solution, I get 210 changes. These changes should be status=Closed and I cannot bulk change these - this is only possible with tickets. These are major issues for us.

Seems that the Status and Title of the original ticket is carried over into the new ticket. That's a bug. You would expect that splitting a response into a new ticket, would allow you to edit the title before actually creating the ticket and set the status as open by default. 

Is it possible to hava a complete liste of placeholders ?  I'm looking for the plachehoder of the reason a Request Service has been rejected.

Hi, I want to change a tickets cc_email field via API. I need to do this via the update functionality. Generally I want give non-admin people the ability to view a ticket that somebody else created. I read a similar post, where people had problems doing this via GUI: https://support.freshdesk.com/support/discussions/topics/295797 As described in that post I can add people to CC on the web interface by assuming the identity. Now I want to reach the same goal via API. When I create a ticket I pass "cc_emails": "test1@email.com,test2@email.com" and it works. When I do the same with the update function, I get a HTTP 200 response, but the CC field is still the same. Is there any way to do this via API?

Hi I was wondering if it is just me or if anyone else is experiencing the same issue. I followed the instructions from this post: https://support.freshdesk.com/support/discussions/topics/295406   However I am just left with word ‘Teamviwer’ on the ticket screen, and no actual widget itself.   Am not sure what I am missing, are you able to provide any assistance?   Kind Regards

All of our agents are having issues when copying from almost any source (Word, excel, web, outlook etc), when pasting to freshservice it brings some junk characters to the Freshservice editor. Pasting the same content from clipboard to anywhere else outside Freshservice is fine. Does anyone else facing same issue?

Hi there, I'm new to the community and not yet a paying user of Freshservice yet, still evaluating. In general I like the service but find a lot of small bugs and nagging things that either don't make any sense to me or just seem incomplete. With this in mind my biggest concern is looking at the Feature Requests and seeing that the majority of the most popular items are 2 years or older. Some items that are in progress now were originally requested 2 years ago (i.e. auto refresh dashboard, very very useful feature)! It seems like if you want a new feature implemented or something fixed you're out of luck.  What's the general experience of people that have been using the product for a while? Do issues get fixed and improvements to the core helpdesk get made regularly? or do you just find workarounds and live with it? Did you look at other products but went with Freshservice because it had "x"? Thanks in advance

Hi, When I forward tickets to 3rd party Service Desk solutions they will log the forwarded ticket as an email but change the subject line.  This is creating a massive headache as the reply will then open another ticket in Freshservice. I am wondering how other customers work around this? Thanks Keith

Received reports that agents using Firefox can not copy and paste text anywhere into FreshService.  After some testing we were able to replicate when using Firefox version 55.0.3.  Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied.  This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.

Were having several issues with the Active Directory Probe and the import. 1: Not all OU`s are visible, in some containers the Users OU or Disabled accounts OU are not visible, so we cannot select them to be imported 2: We updated the 2.1 version to 2.3. to do so we needed to uninstall the 2.1 version. After installing the 2.3 we needed to config it again and select which OU`s needed to be imported. All other settings were lost to. So not to happy to update it to a newer version the next time. 3: After it failed to import a users do to an email adress issue, the complete schedule stopped and needed to be started again manually.

We are having trouble getting crisp images uploaded onto the Service Catalog items we create. We uploaded a 130x130 image, we tried increasing the size / resolution, changing contrast settings, we even had support help us with configuring the image. Still fuzzy. What is really strange is if we "Change Image" the preview is crystal clear, it only becomes distorted when we save the item (draft or published, doesn't matter). Anyone else experiencing this or have a workaround?

I was testing the Agent install on 2 machines prior to implementing the GPO push of the Agents. When I was ready to deploy the Agent via GPO, I deleted the 2 machines from inventory, hoping they would check back in later. For whatever reason the 2 machines now will not check in at all, even if I manually install the Agent on them. My guess is that there is some soft delete going on that prevents them from re-checking in, but I could be wrong. Is there a way to un-delete, or force these machines to check back in? Thank you.

When setting the default language to "danish", mush still appears in english... See below: Many places the translation seem wrong or done by some one not speaking the language at all... Words are in the wrong order and seem to have been auto translated. 

Hi, Using the api and trying to get a list of tickets that have been updated since I last ran the api. I have tried creating a view in the FreshService application which applies the filter and sorts descending on updated date.  Then Using the api "https://[domain].freshservice.com/helpdesk/tickets/view/[view_id]?format=json" however this seems to return the same as the api for all tickets.  It's like the view is not found or recognised.   I have assumed that [view_id] is the name of the view in FreshService.

I have two requesters in a different department that I wish to make agents. Since their email addresses are already in use, I can't merely add them as new agents. Any ideas?

When you create a ticket with the FreshService API, is there a way to open a ticket for a specific company ID? I've tried passing the ID with both company_id and department_id but it never opens the ticket or creates the customer under the proper company.

I see a lot of API end-points here (and I'm thankful for that), but I don't see any for snapshot-type data.  For example, on our Freshservice dashboard, I see Ticket Summary data at the top, with these totals:  1) Overdue, 2) Open, 3) On Hold, 4) Due Today, and 5) Unassigned.  (also in the attached screenshot) I'd like to be able to query the API for these specific data points (so I can introduce them into a completely separate web app). Is this possible?

Hi all,     I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system.  They use fingerprint readers, so I'm not really issuing any particular asset.  The database has no limitation of users to add, so I'm not sure if this should be registered as a CI?  Thoughts?

I've tried everything and I can't get webhooks to trigger from Dispatch'r.  I can get the same webhook to trigger through Observer but not Dispatch'r. I even tried implementing this dispatch'r webhook solution provided by FreshService as a test but no luck. https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I've tried setting a super simple webhook that just posts the results to https://requestb.in but nothing shows up. Anyone been able to get a webhook to trigger from dispatch'r?