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Hi All,

I’m setting up FreshService and looking for a bit of your more experienced guidance. We are moving from an old version of Jira where everything is simple logged as a ticket and we add it to a category. but we’d like to use FreshService properly and use better types.

We also have a requirement that all tasks we do in IT infrastructure need approval.

For internal IT issues, such as setting up a new PC, a new switch, new server etc, what type do ye log those under? 

For example setting up a new laptop. just to have it ready. No user has requested it so having it in under a service request doesn’t make sense to me. I don’t want users to be able to see it as an option so I haven’t included it under ticket categories, and projects can’t include approvals, as far as I can see.

Change looks like the best option, but there is a lot of required fields in a change form that don’t apply, if I could remove or rename fields there is would be great.

So how do ye log internal everyday IT tasks users have not requested

 

Thanks!

Hi Conor, 

Good move to start using Incidents and service requests…

Essentially you should use incidents for things that are broken and service request for things that people are asking for. I get what you mean with the new laptop, however someone would have requested to setup the new laptop otherwise why are they doing it. example, you have asked your team to have a consistent stock of 5 laptops built and ready, that makes you the requestor… on the other hand do you even need to log that as a ticket if it is just a hard process your team have to replenish stock? they will then I'm guessing create a ticket for when that laptop needs the user configuration done for the person using the laptop then you have two tickets about the configuration of a laptop? either way if you want a ticket logged for it you are best logging that as a service request as it is a job being requested by someone. 

If you are worried about what is visible on the portable then you can create a requestor group of just your IT department so that only your IT department can see that service item. See below

 

 

Thanks, makes sense. There will be some arm bending to get everyone to start using the new types  but I get your logic. 

Kuddos to you for wanting to keep IT work visible (i.e. setting up laptops only to have them staged).

@afautley is spot on about Incidents vs Service Requests and that your scenario sounds like an internally driven Service Request.

We do something similar with configuring spare devices (laptops/tablets) and sending them to some of our locations to live as spare inventory.  Our process dictates that when a service request is raised to deploy a laptop from spare inventory to deploy it, another service request should be generated to refill that stock.  It’s a little complex but you can use workflow automator to create something similar to a ‘child’ ticket that would push the IT Team to validate existing spare stock and to then generate a service request to replenish it

I agree with the feedback above. In addition:

Typically we have a ticket from a user indicating a problem with their device. Help desk needs to evaluate the device to determine if they can resolve the issue.  If Helpdesk determines there is a need to replace the device. Then a Service Request for replacement hardware is placed.

This SR requires staff (user with broken laptop) their manager to approve and an email to our finance department (informing them and providing visibility).  This process allows managers to see how often their employees are having these issues.  In some cases the managers might be planning an offboarding or termination at which rate a different process might take place. Basically don’t waste time replacing the unit as the person wont be around long. Once approved our external helpdesk vendor is sent an email to send a replacement device to the user and request return of the broken device. We track shipping information , returns in the SR and only close it once the broken device has been returned.

When the broken device is sent for RMA we need to inform Finance to remove broken asset details and add replacement serial number for tracking. That is currently handled outside of the system.

Freshservice asset will keep old asset (flagged as Asset State = Retired)

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