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Datasource filter for dropdowns

Related products:Freshservice
  • March 16, 2023
  • 3 replies
  • 100 views
L
Active Contributor
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for both onboarding and service requests we use the “all users” DataSource to be able to select any user in our organization (as all users in our organization are synced to the fresh service requestors table). The problem is, the “all users” table also includes requestors outside of our organization or in some instances personal emails of our internal users. 

If we had a way to dynamically filter the “all users” table when setting up the dropdown to only users with a specific domain in their email address, that would solve this issue. 

3 replies

HeatherM14
Active Contributor
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  • HeatherM14
  • Active Contributor
  • September 28, 2023

I’ve been trying to figure out a good way to do this as well as we have a lot of teams that use Freshservice and deal with external vendors or pre-hire employees so personal email addresses. This is definitely seems like something that should be prioritized. At this point we are looking at using Workato to populate a custom object and using that instead of the built in table.

J
Contributor
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  • JoKing
  • Contributor
  • August 6, 2024

This is something I have been trying to figure out how to do. We have so many Service Requests where we have to ask users to manually type in email addresses as we can’t have a form visible to everyone that displays personal email addresses. We are using workspaces so some people are Agents in one area but would be requesters in another and Fresh doesn’t see them as both agents do not appear in requester groups like All Staff  where we have set up specific conditions.

If Agents could be added to Requester groups we could use the conditions for that or alternatively we need the ability to set a filter on the Service Request to only display users with @companyname.com 

 

If anyone knows if this can be done please get in touch. This would help us automate so may processes

    pOttenbacher
    Contributor
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    • pOttenbacher
    • Contributor
    • August 6, 2024

    Absolutely 100% thank you for requesting this!

    Business Rules doesn’t have the level of articulation to be able to perform this.

    I wonder if there might be room within a Scheduled Workflow Automator to adjust a Custom Object with the result of the filtered “All Users”?

    - Paul Ottenbacher
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