How do I....?

I spent the last two days at an ITSM event here in the UK. I had grand plans about sitting in on educational sessions and speaking to technology vendors about their new ITSM innovations.However, I spent most of my time simply talking with people - both old and new acquaintances - about what they’re seeing in the ITSM space. It definitely didn’t follow my plan for the two days but I can’t help think it was the best use of my time there.So, what do you want to get from ITSM events and do you usually have these expectations met? I totally appreciate that you might not have attended a physical ITSM event since 2019 too :)Please share your thoughts as a response.

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Hi All, We use fresh service for both our QA dept and IT.  They have separate workspaces.  An agent submits a ticket for QA and goes to add a watcher/share it via the portal but when he clicks on the ticket it takes him back to the agent dashboard.  Anyone know anyway around this?  

When adding a contract, in the "Notify To:" field, when I type "Ian", I get a long list of names containing that character string (mostly "Brian").  When I click the space bar to continue typing the last name (to filter the list and select the correct contact), the name "ian" is entered in the field, and a new name selection is triggered.

Hi everyone,I’m curious how others in the business brokerage space are leveraging CRMs or helpdesk tools like Freshsales/Freshservice for managing client onboarding, valuation prep, and deal flow.We’ve been looking into a few firms, and came across one in Canada — Robbinex — that seems to have a structured intake process for privately held businesses. Their workflow made me think about how much of that can be replicated or automated through existing Freshworks products.Would love to hear: Are you customizing Freshworks tools for deal lifecycle management? Any integrations you’ve found helpful? Or are you using entirely separate platforms? Let’s exchange insights.

Hello,If we have problem customers that we want to flag up when they contact us, or have their tickets automatically assigned to a certain person, is there an easy way to facilitate this? Thanks, Craig   

Hi, So basically I'm trying to use the API to return all closed changes. probably from the paste month or two as I need planning details which aren't provided in data exports for some reason as selectable fields.I'm currently getting an error using the filter field as it says it's not recognized. Is this correct?Cheers.

Hi Does Fresh Service have the concept of "time on account" ? That is, if a client pays us upfront for X hours can freshservice assign ticket time to that block of pre-paid hours and report on how many hours are left and how they were used? Olly

I am working with the new Journey’s and having an issue with attachments, workflow automator, and uploading them to Onedrive. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing an issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick them up and transfer them to OneDrive as intended. Has anyone had any luck moving attachments submitted via Journey’s to a Onedrive or similar area through the workflow automator?

The ITSM and IT support worlds have long had industry membership bodies such as HDI, SDI, and the country-specific itSMF organizations as mechanisms for accessing best practices, benchmarks, and future insights.Are you a member (either individually or corporately) of an ITSM or IT support body? Please let us know if your answer is:Yes - why and what you receive No - why and what has stopped you (this might be that you once were a member)Plus, what could this community learn from such membership bodies (good and bad)?Hopefully you can spare a few minutes to respond. Thanks.

Scenario, User call us with an incident, we log it IN-300 We can't resolve, so forward that to our 3rd party supplier, they also user freshservice. Their instance logs it automatically at their end IN-200 and sends us confirmation. That confirmation updates our incident IN-200 ! Not incident IN-300 that we logged at our end. Spoke to support, and they suggested we and the 3rd party create observer rules, custom fields, and Webhooks. Surely not, if Freshservice are going to grow, this can't be the best way forward. Is there no way to use the header information in emails to route them properly ? Are we seeing something no one else does ?

Hello, Looked at the SSH app and say that I need a Orchestration Server.Due to cost I use linux servers and looking for a way to ssh to them. Is there a Orchestration Server for linux or can the app talk direct to a linux server? 

When you put URL place holders into URLs it does not generate appropriately.*It use to work OK - something has changed.Step 1. Insert HyperlinkStep 2. Go back and edit the hyperlink you can see that it has added ad additional "http://" Which is wrong because the Ticket URL contains this already + It is HTTPS.I guess you could edit the HTML but we shouldn't have to do this.

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 your organization.So, what ITSM capabilities would you like to add into your organization next? And what’s stopping you doing so?Please let me know as a response. Thanks.=> I asked this a while back but thought it worth another try given that I’m about to run a quick poll on the order of ITSM capability adoption... 

We are migrating from a different ITSM tool to Freshservice. In our current tool we associate services to service items for reporting and use them on incidents to help identify the proper support group. In Freshservice, Services are assets so they are available only on the IT Workspace. We will have 6 business workspaces and want to be able to track services on those workspaces. Has anyone added Services to business workspaces? 

Whenever we add new subscribers, they have to verify their email, sign into the status page, and then manually adjust their timezone.  Asking a large number of users to perform these actions is going to cause a lot of confusion and inaccuracies.  Is there anything on the roadmap to better manage subscribers, particularly when those subscribers are also requesters and employees?  We should be able to manage these as company administrators and not rely on the users to configure these things themselves.

I am working with the new Journey’s and having an issue with attachments, workflow automator, and uploading them to Onedrive. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing an issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick them up and transfer them to OneDrive as intended. Has anyone had any luck moving attachments submitted via Journey’s to a Onedrive or similar area through the workflow automator?

I've been working on a WordPress website, https://gratuitycalculate.com and I'm concerned about the amount of unused JavaScript impacting its performance. What strategies or tools can I use efficiently to reduce unused JavaScript on a WordPress site? Are there specific plugins or manual techniques that have proven effective for you?

I have some ITOM alerts that I would like to associate to an existing ticket. When I choose this option, I do get a list of tickets, but try to narrow it down to the ticket I want by ID and that ticket doesn’t appear in the list. I have tried the ticket number, keywords, etc, and nothing - I’m unable to associate the alerts with the ticket that I need to associate them with. I don’t want to create a new ticket - what’s the criteria for this? 

I want to be able to track the Device 42 Technical Application Owner and Business Service Owner for Business services synced with Freshservice. Is it possible to add this to the mappings.xml file? If so I can’t find where to do it.  

Hello,I’ve a PowerQuery in Power BI which is loading my tickets, works perfectly! Except that when I want to refresh the dataset online, I’m faced with an error saying: This dataset includes a dynamic data source. Since dynamic data sources aren't refreshed in the Power BI service, this dataset won't be refreshed.According the MS Forums, I’m being advised to use RelativePath in the query but I got an error that it’s been a Bad request. Thing is, I wasn’t prompted to enter the API key again. Can you help me out setting it up?

Hi all, I am attempting to run an automation on a service request item that will calculate 3 different fields based on the responses to other fields in the service request and then provide a response. These fields are hidden to the requester and are filled out by our team upon receiving the request. They contain a combination of numbers and words that explain the values. I then need the 3 fields to calculate the following expressions: Field 1 + Field 2 = Field 3 → populate field 3 in service request formField 4 x Field 3 X Field 5 = Field 6 → Populate field 6 in the service request form I then need to use the value from field 6 to provide a ranking based on the value range. <35 = Low36-95 = Medium96-199 = High>200 = Critical How can I create a workflow that carries out all of these actions at the same time, once the values have been updated by a team member working on the service request

Hi everyone, I’m setting up contract management in Freshservice and noticed there’s only a single option for contract expiry notifications. Is there a way to configure multiple reminders like 90, 60, and 30 days before expiry, or is this currently not supported? How are others handling missed alerts or follow-ups in this case?

Yesterday we recorded some short ITOM-related videos and it got me wondering how many of you are using Freshservice to fulfil some ITOM needs and how many would like to see what others are doing before trying things out. Please share your experiences and potential future plans as a response.

Hello team, i am Adil a Junior Data Analyst at Taskaler. As we are using the Freshdesk Services to manage the tickets generated by the employees. As I got integrated the data of fresh services with the powerbi, but I am missing the time spend column. In the API documentation I can only get the Time spend for just one Ticked ID, but I want for the whole, anyone from the team can help me please ?