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Filter assets when assigning them to a ticket or change
We are planning to maintain the inventory of our virtual machines in Asset Management. In order to be able to assign them to tickets and changes as needed. Now we have the situation, that we are recycling old names of already deleted VMs. So we could have the cause that there exist multiple assets with the same name, but only one asset has the Asset State “in use”. The other ones are indicated as “retired”.When assigning such an asset to a ticket/change all the assets are showing up in the list, independent if their state is “in use” or “retired” and I have not found a way to differentiate the objects.So therefore my question now: Is it possible to customize the columns in the Associate Assed menu, so it would at least be possible to see which on is the still in use asset. Or even better to configure a filter so that only assets with the “in use” state are displayed in the list?Kind regards,Matthias
Quick Hacks | 3 Tips for Effective Knowledge Management
Having strong knowledge base for your users can eliminate repetitive and easily avoidable support requests. But just the mere existence of knowledge isn't sufficient. Effective knowledge management is key to drive self service among your users.Here are 3 helpful tips for effective knowledge management: 1. Add some spice to your knowledge base2. Let users voice out their opinions3. Make your KB accessible anytime, anywhereDo you have more useful tips to share? Comment below!
Back2Basics | What is IT Operations Management (ITOM)?
ITOM or IT Operations Management is an umbrella term that covers all activities involved in the setup, design, configuration, deployment, and maintenance of the infrastructure that supports business services in an organization.In simpler terms, ITOM is how the IT landscape is managed within a company. From network security, configuration, and monitoring to devices, applications, and personnel, ITOM is what keeps your IT going. Generally, ITOM leverages several tools to manage these activities individually. But how is this similar and different from IT Service Management (ITSM)? Comment your answers below. Stay tuned to our B2B Series to learn more! ~ Our B2B Series will look into exploring the basics of IT through bite-sized content and encourage engagement and peer-learning within the Refresh Community. If you have specific topics that you’d like to learn about, share them with us in the comments section below!
[POLL TIME] Your biggest challenge with ESM adoption in 2022?Poll
8 Tips for Better Metrics + What Would Add?
No matter where in an organisation you work, there’s likely often debate around how performance metrics can be improved. The list below was crafted for IT service desks but is equally applicable to external customer support or other business functions:Use metrics for productive reasons, such as driving improvement - using them purely as a target to hit adds little to creating better business operations and outcomes Use only the metrics you need and report on only what’s needed - don’t overwhelm people with unnecessary metrics Align metrics with desired outcomes - move from what’s being done to what’s being achieved (by what’s being done) Understand the context of metrics and how different metrics are related - few metrics have little impact elsewhere, so ensure that you understand how improving in one area will affect another Look to trends for greater insight and inspiration - how performance changes over time is key to understanding what’s happening Understand the behavioural aspects
What feedback do you wish your employer asked for from YOU?
We discussed on this board a while back how rare it seemed that exit interviews were for those in contact centers and other roles. When you leave a position or company, it makes sense to me that the employer should want to know why so they can work to retain top talent in the future.This got me thinking - what do you WISH your employer asked for feedback about? Your role? Your training? The way you use tools and technology? Here’s one question I love: What were the obstacles that prevented you from delivering a great customer experience? (I saw an organization that asked this question at the end of every shift, so before logging off the employee had to answer.) They learned SO much and were able to provide better support and tools.What do you say? What questions do you want to see asked of employees?
What are the top reasons for businesses to migrate towards cloud services?
Experts of app development and cloud development working at leading Dallas mobile app development companies reveal the following reasons why businesses migrate towards cloud services: Cost savings. Scalability and flexibility. Accessibility. Reliability.
How has DevOps changed due to a Work From Home workforce?
With the current Pandemic causing a number of teams to be spread out, and working from home, how has this affected your DevOps teams? With the goal of DevOps to unify Dev and Ops teams, do you see issues sticking to these methods in today's environment?What tools are you using to help mitigate this challenge? Has anyone developed new skills that they didn't know would work until forced to use them in the current situation we find ourselves?Interested in the communities feedback on what they have done to keep their development and operation teams united through DevOps in a WorkFromHome workforce.
#1 What's Up Wednesdays! - Refreshed IT Trends, Updates & More!News
What's Up Wednesdays! - IT Edition #1The refreshed way of bringing to you latest industry trends, facts, tips, product updates and anything under the sky that's interesting, useful and worth sharing!Industry Hot Topics:Today we're going into look into Transformative Work Culture.The pandemic has just emphasised the need for businesses and their teams to accelerate the pace of change within the business while also encouraging a change mindset into all aspects of their culture, including both technology and the business.Continuous change is here to stay and the ability to adapt to change is what is the need of the hour.Here are a few ways by which you can support your employees during these times: 1. Invest in the right technology that would ease and benefit your people and business2. Train the resources to be able to make best use of the new tools that can aid them in their work3. Support continuous learning and skill training4. Ensure wellbeing and work-life harmonyWhat are some ways
What are some prerequisites for an AI-powered ITSM solution?
Let’s face it, Artificial Intelligence is one of the hottest topics in the IT industry. A recent Freshworks global survey revealed 93% of respondents have already deployed or started to explore with AI to augment their ITSM and ITOM modernization efforts.Clearly, AI is top of mind for IT professionals! To assess the benefits AI-enabled solutions can deliver, we partnered with IDG to provide insightful market research on “Rightsizing AI for ITSM and ITOM Success.”
How to view all the child associated with a parent ticket using API
Hi Folks, I need help in understanding how can i view all the child tickets associated with a Parent ticket. I have tried to read the parent ticket using API but could not find any which shows that how many or which tickets are attached to it as child tickets. Any ideas are appreciated. ThanksVic
Login to the Amped wireless setup wizard easily
Amped wireless extenders can be configured for use easily using the web-based setup wizard. You can log in to the Amped wireless setup wizard using setup.ampedwireless.com web address and then use the on-screen instructions to navigate through the setup process. If you are having issues accessing the setup wizard, read through the troubleshooting steps available on our website or reach out to the team at our end now.
Back2Basics | What is Enterprise Service Management (ESM)?
Enterprise service management is about applying a service-oriented business model to the way your organization works.In other words, it is the use of IT service management (ITSM) principles and capabilities in other business areas to improve their operational performance, services, experiences, and outcomes.The generic benefits of ESM include:Better service experiences and more consistent outcomes Improved speed/ efficiency and reduced costs Improved visibility into operations and performance The opportunity for ongoing improvement A better return on investment (ROI) on the corporate ITSM tool Standardization of service and support, which can be built around the needs of employees rather than the disparate service providers.Stay tuned to our B2B Series to learn more!~ Our B2B Series will look into exploring the basics of IT through bite-sized content and encourage engagement and peer-learning within the Refresh Community. If you have specific topics that you’d like to learn about, shar
The Change Makers On Air: Episode 1 with Colin McCarthyVIDEO
Hey folks!We begin The Change Makers On Air series from today and we’re super thrilled to be listening to Colin McCarthy speak to us.Colin secretly thinks something about technology is overrated. What could it be? Join us for a fun, interactive LIVE session with Colin McCarthy from Essence and Heidi Malden from Freshworks.Here’s what we know about Colin McCarthy so far:He was Essence’s first full-time IT Support person He rolled out Freshservice to support Essence’s global expansion He overhauled the company’s ITSM strategy with virtually no complaints or pushbacksBut...the story DOES NOT end here!Here’s what you’ll find out from the Live:Some important things Colin has learned about IT Transformations Things that keep him motivated when things do not go out as planned Three things he’s got to share to aspiring change makers!RSVP to the event below and join us today!Catch us LIVE here! Subscribe to this post to stay updated on Episode 1 - for viewing link, to engage with other viewers
[INTERVIEW] - The Change Makers On Air
Burdened by legacy ITSM technology, hundreds of thousands of companies are struggling to work efficiently. Their inadequate tech is hurting productivity, tying up resources, and frustrating both agents and employees. While IT leaders aren’t blind to the problem, change remains elusive.A new generation of IT leaders is fighting back.They’re challenging the status quo and transforming the technology behind world-leading companies. We’re calling them the Changemakers. We’ve read their stories and heard them speak of transforming the IT landscape within their organizations.Now let’s get up close and personal! What’s on the minds of our changemakers? What innovations impress them the most? Who are they networking with, and what conferences are they attending?Join us live on LinkedIn every Thursday from December 2 to December 16 as we sit down and chat with these IT pathbreakers, and learn about their lives, careers, and get them to reveal lesser-known details about themselves.REGISTER NOW!
Let's Build ITOM – Chapter 2 – Proposed new UI of the On-Call Management module. What do you think?
Hi there! At this very moment, hundreds of customers are enjoying the advantages of Freshservice On-Call Management. But we are far from being ‘done’ as yet! In line with our belief in continuous improvement, we’ve been working on a new UI for the feature. And we would love you to take a look, poke around, and let us know what you think! Click on the link given below to view the new proposed UI, complete a few simple tasks, and share your feedback – all doable in under 5 minutes! Link to try out the new UI: 👉🏼 HERE! 👈🏾 This is Chapter 2 of many in the journey of building Freshservice ITOM! So, look forward to opportunities to engage with us in the following weeks. #LetsBuildITOM Previous chapters:
#3 What's Up Wednesdays! - Refreshed IT Trends, Updates & More!News
What's Up Wednesdays! - IT Edition #3The refreshed way of bringing to you latest industry trends, facts, tips, product updates and anything under the sky that's interesting, useful and worth sharing!Industry Hot Topic:Today's Industry Topic of Discussion is Artificial Intelligence in ITSM.The pandemic era has unequivocally emphasized the significance of IT as a business enabler. On the flip side, due to the unforeseen workload, your IT team might have to even burn themselves out more than ever.How can IT teams tackle this challenge?Enter, Artificial Intelligence.You can use AI-powered solutions to automate your workflows, help users find answers to issues on their own, or even replace L1 agents! In our survey of over 850 IT leaders worldwide, we found that around 93% are deploying or exploring AI to augment their ITSM and ITOM modernization efforts. Clearly, Artificial Intelligence is the backbone of the modern IT landscape.Download our report to unlock key insights into what IT practi
Service Desk respect - how is your desk regarded?
Many helpdesks and service desks have struggled to gain respect from their users/customers and also from their own colleagues in IT departments. In many cases this comes down to the level of understanding of the position and value that a service desk delivers. it is of course vital that all partners and supplier that support the service desk are working closely with them and give them the respect and support that they need - this can have a major positive of negative impact on customer experience so tis not just about what people might think of the desk, But respect is a key element and shared gaols and understanding are key. What do you think ? what experiences do you have of how to improve the levels of shared respect?
Import asset not available for those who can create assets
Import asset not available for those who can create assets. This access is not intuitive to add the ability to import assets in bulk, when the role allows to add assets one by one. What access provides the ability to import in bulk? Current access attached.
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