How do I....?

Are child tickets supposed to close when the parent ticket’s status moves to closed? Is there a way to keep this from happening?We created an onboarding service item some time ago (before the onboarding module was available, something we will be moving to). We bundled other service items within this ticket, having them create child tickets when selected. We noticed recently that when the parent ticket’s status moves to closed, the child ticket, regardless of its status, automatically moves to closed as well. Our Closure Rules look to be set up correctly for service requests. Is there a way to keep the child ticket open when a parent ticket is closed?

I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

How does the “request for” field become updated in an onboarding journey?If I send a ticket to IT to create the new company email address for a new hire then how does IT update that company email address in the onboarding journey?

I’ve been racking my brain around this. We use Freshservice for our internal staff and therefore require all users to log in before submitting tickets. Recently, we started using custom cards to make specific URL redirects more readily accessible to our staff.What I couldn’t figure out is how to hide these custom cards from the non-logged in users. Here is what it now looks like for both logged in and non-logged in users as well as the custom code we used to accomplish this. Mind you, I’m not a coder and used Copilot to accomplish this so there might be a better way, but this allowed us to accomplish what we needed:Logged In User Non-Logged In User

I have a requirement to allow submission of a service catalog item only to senior leadership based on job title ( Director and above). I can create a requestor group for this but the snag I have is that some of our senior leadership are ALSO agents in various workspaces. Creating the requestor group by job title, does not show those senior leaders who are agents in the requestor group.  Is there a workaround where agents who meet the job title/position criteria can be a member of a requestor group? I already know that workspaces prevent the creation of a global Agent group (which seems.. restrictive) so I’m looking for a creative solution without having to place a senior leadership group in EVERY workspace just so I can surface a Catalog Item. Any/All ideas welcome, TIA.

Hello Fresh Community, I submitted a request to FS support for guidance on removing the menu links for “Onboarding requests” & “Offboarding requests” from FS home URL page. These links are towards the bottom of the page next to “Open Tickets”. I was told by FS support they do not support the removal of these menu links and that I would require to hire a service implementation partner to assist. In my opinion, going through lengthy discussions and paperwork with a third-party vendor was not on my mind to simply remove/hide these links from my org’s user base. Does anyone know how I can get remove these links?   

We have on-call schedules created and they are working fine. However, for one of our Workspaces, we have a group that would like the Agent Group to be notified of Urgent/High incidents during business hours to all agents of that group.  The way the on-call schedules are made up, only one agent group can be assigned to one On-Call Schedule and within that schedule I cannot make separate condition of business hours vs. non-business hours.  Is this something that can be looked at as an enhancement?  We have a workflow that directs incidents matching Urgent/High priority and differentiates the hours of business vs. non-business hours. We don’t want to notify those who are not designated as on-call for non-business hours during the night. Thank you for any guidance. 

I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

I’m running into an issue (self imposed really) of syncing workflows from sandbox to production where we have endpoints specified in sandbox (ex: companyname-dev.freshservice.com) but when syncing into production, it should not have -dev on the end.Conversely, when I create a sandbox if I run a test ticket, this could mean that tickets in production are being manipulated despite the request coming from the sandbox environment. Is there a way that I can use the environment name as a placeholder in the URL for web requests at least for FS stuff? For example: {{instance.name}} as a placeholder being put ahead of .freshservice.com so that when in sandbox it’s using whatever that instance name is vs when in prod it’ll be in prod.

We are thinking of adding our Device/Asset Terms and conditions into FreshService and have seen an article about creating a Document Template and linking this to a Service Request however I would like to know if and how others are doing this? I have managed to create the template and the service request but don’t see how the process would work to get the end user to “accept” the terms and conditions and some how record their acceptance or acknowledgment. I’m also aware that we have the ability to add an e-signature for the user to sign the document but this will require us purchasing additional licensing for this. Is anyone using this function of FreshService in a similar capacity? I would love to hear how others have their processes set up.

Service Catalog field properties allow for conditions to filter data sources.  However, there is no “Is Not” operator.  Any ideas how we can filter the field data source to exclude records? In our Service Catalog, we have a form for ERP access.  There are several divisions within our ERP system and several regional security groups that must approve depending upon which divisions are selected. We prompt the requester for their Home Region, then display all divisions available within that home region.  We are using a custom object which contains the divisions and their respective regions. On the Division multi-select field properties, we have created a condition where the Division Region is the Home Region the requester selected on the form.We would also like to display a separate multi-select field with all divisions NOT within the selected Home Region to allow them to select others, which require different levels of approval.  As men

We have been looking at ideas on how to make the customers journey to raising tickets more efficient and, ultimately for them, less time consuming.One thought was to put a QR sticker on each asset for the end user then to scan using a mobile device to auto raise a ticket.Process would be:Scan QR code User is taken to a screen where they are able to answer a few, short, closed questions for the IT team to get a high level understanding of the issue (e.g. Screen Broken, Keyboard Broken/Unresponsive, Loss of Power, Poor Performance etc) Ticket is then raised, against the both the user and, most crucially, against the asset that is having the issue.  Ticket is then routed to the correct team dependant on the workflow behind each answer.My question for here is… is this possible? Has anyone done anything like this with Freshservice before? If so, how. TIA

I have a production hall where the employees only have a mobile phone. They need to quickly and easily be able to create a ticket using a QR code from their phones in case of a breakdown of equipment The ticket should only contain their mobile number and an optional field for entering a description of the problem. I understand i can create a service desk item and link a QR code to that item and later convert it to a ticket. But this requires the requester to select him/herself as a requester and this is what i would like to avoid. I just want them to identify a callback number. Can I do this, and how? 

Is there any ability to re-order Project Tasks? Maybe it’s been added since the last topic in April, or it’s on the roadmap?I can see that this has been a missing functionality for at least 7 years, requested numerous times, but since it hasn’t been added yet, I’m going to ask for it again. This is an important feature and not having it takes the PM feature from pretty good (fantastic as a part of the whole) to marginally useful. It’s like if MS Word made you define the page and margin sizes when you created the document and prohibited you from ever changing it again afterward, forcing you to recreate the document from scratch when you realized you needed to make a change.Common, guys, this is an IMPORTANT feature. I’m starting to make my team use this, and this missing item is going to create problems for me. It can’t be that hard to implement. Let me know if I’m wrong and this has been added, and I’m just missing it somehow.

Hi all i want to close all connected incidents if i close a Problem. there is a default workflow but this is not workingi have to close the incidents by hand, after this i can close the “problem” - how can i fix this  

I try to create a new Service Catalog Item, i want to use the Custom Field “URL”.But all i got is a simple Textfield, without a link or the opportunity to insert a link

I am using the Changes module to track IT change requests and its workflow from Request initiation to Go live with multiple stages in between. I want to find out how much time was spent in each stage of the workflow. This is similar to the time spent in tickets module. But i cant find a equivalent for the changes module. If i could get the activities details through an API that would be the best, but dont find an API that would get me the activities details for a change.Any Ideas ? 

every time you folks at FW put out a new feature, it consistently has some elements that make me wonder who the heck is approving program design over there.  Today’s frustration:  exploring the new Journeys.  There’s a form widget to add attachments, but you only allow PDF, TXT, PNG, or JPG.What do you guys have against word docs or excel spreadsheets?  Why place any restrictions at all?All of my onboardings are documented using Excel, and while I may or may not agree with using excel this way the point is this is ingrained into my company’s process, it’s not going to change.  So I guess this is another “improvement” that we won’t be able to use over here.I would discuss this with my account reps, but (once again) they seem to have disappeared.  I can’t bring this up to the so-called Insiders program y’all invited me to, I have not gotten a response to my request for a call since May. FW had me in a “top contributors” group that met, I think, twice last year and

Hi all is there a way to add auto. for every PO the same Approval “Group”?for every PO our CIO has to approve  

Greetings!My university’s operation team would like to utilize Freshservice to manage business contracts. I’m planning to create a restricted business workspace for them to manage things. A few members are currently agents, but I need to add some individuals.I am so confused about what access/license they need. I was sure business agents could work with contracts, but as I read it now, it doesn’t appear to be the case. It seems wasteful to purchase IT licenses in order to use one module.Does anyone have experience using the contract management tool in Freshservice for non-IT items? How did you set it up?

Does anyone know if there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to; create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

When attempting to resolve a ticket I select send and set as resolved. It takes me back to the que and the ticket is still open. I have to switch it to resolved again. This sends out to resolved emails to the requestor. I use to be able to send and set as resolved. Please help

I notice that a lot of tickets that require a response get buried in other “Open tickets”. Would be nice to filter tickets that are either “New” or “Customer Responded”

Hello! I have question that someone may occured before and have a solution, hopefully.We have work divided between Sales and Production, and we’ve run into a problem.We want Group Sales to see all tickets, but Group Production should only see production-related tickets (not Sales tickets).This restriction should also apply to the search function, since we don’t want Production to see any business agreements.We thought about creating duplicate groups (e.g. Group X Confidential, Group X Production) and hiding the other one, but that feels too confusing.Do you have any ideas how we can achieve this? 

Hi,I’m building some workflows in FS and i’m using the Azure AD Orchestration integration to my Azure AD.I’m trying to build a workflow regarding access request to Azure AD and want to make lookups from FS directly to AAD. Is this possible? As of currently i’m using object IDs in the workflow which is lots of manual work and prone to human error and honestly lots of administration. I want it to be automated and that a user should be able to lookup access groups (maybe based on some attributes or a specific nested group). If you have any other suggestions to create a automated workflow with provisioning I’m glad to accept. Thanks