IT Operations Management

29 Posts

Simar8193Apprentice

asked in IT Operations Management

Unable to Connect to VPN

A user is having trouble connecting to the company VPN while working remotely.

5 days ago

spelofskeApprentice

asked in IT Operations Management

Status page per company?

We are able to set up service portals per company, each with their own company specific URL but haven’t seen anything related to company specific status pages. Would be great to specify IT Operations → Services per company and have those companies services listed on their own distinct status pages. Has anyone figured out how to handle either company specific URLs (don’t think we can just reuse the same CNAME entry for each domain due to the SSL).

9 days ago

joestractApprentice

asked in IT Operations Management

Alert Regular Expressions

Anyone have any good examples / courses of regular expressions? I am new to regular expressions and trying to learn how to write them.Map email alert fields to Freshservice alert fields : Freshservice

161

23 days ago

lisa.priceContributor

asked in IT Operations Management

Using IT Services within Freshservice

I’m after some assistance with IT Services please? They are currently setup in different areas of our Freshservice. When somebody raises a ticket via the portal they select an option from Service Type which is a free form drop down field created in field manager. When agents raise an incident they don’t use service type, but instead use a different dependent drop down menu where they select the category, item etc… and finally, I’ve setup the services in IT Operations/Services where they can be linked after raising an incident via the impacted services tab and then we can post high priority incidents to the status page for these services. We then also have the service catalogue for people that want to request access\software\hardware, but I’m leaving this alone for now. Ideally I’d like to just use the services through IT Operations/Services (this actually creates the service in the asset inventory), but does anybody know how to link this as a dropdown field in the incident form fo

3515

29 days ago

JTAVOLAROSkilled Expert

posted in IT Operations Management

Popup when loading the FreshService dashboard

Whoever had the bright idea to put a huge popup in the middle of the FS dashboard for Freddy AI Beta?I don’t want my team reading launch announcements or flipping over to YouTube to watch a marketing video that has nothing to do with our helpdesk!Why do you guys use the platform this way? These announcements should be given to the Account Admins, during a meeting with whatever you’re calling your Account Reps these days. If you can program a popup to be activated, you can offer an opt-out option as well. You can also fix the doggone action messages that block the page operators!

130

29 days ago

YohannApprentice

asked in IT Operations Management

On Call Management and IVR intégration

HiHave you integrated a solution like messagebird (IVR) in front of On Call Management to solicit the agent of the current shift?Vhat solution did you use and how did you integrate it?Thx.RegardsYohann

234

29 days ago

CVerrierApprentice

asked in IT Operations Management

Password Manager

There are no Password Manager apps being offered as integrations with Freshthings…I’ve been wondering about using a agent-only folder of Solution Articles as a low (zero) cost password manager. Freshworks support tell me that they encrypt everything, including solution articles,Freshworks Security Resources | Security by Design I do store some low-value passwords in asset records (things lilke credentials for devices with little webby admin pages) Has anyone done something along those lines?

721

1 month ago

Mukesh_MYCommunity Debut

posted in IT Operations Management

Discovery Agent Software list Export Option

There should be option to export the software list which is discovered by Discovery agent.

111

1 month ago

AnushaCommunity Manager

published in IT Operations Management

Meet Subject Matter Expert Aditya >>> ITOM UnlockedInterview

Hello everyone!ITOM Unlocked is back with another live session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) Aditya Raju Langhare (@adityalamghare), on Tuesday, July 25 at 5.30PM CET |9PM IST| 8.30AM PT.This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on Freshservice’s On-Call Management system – specifically focusing on the mobile experience – and interact directly with @adityalamghare to clarify their doubts. This format will be ideal for community members who want to learn how to set up their On-Call module, have specific shift design in mind, and want to make the best use of their mobiles for on-call. So drop your questions in the comments below for @adityalamghare to take them up! But first, here’s a bit more about @adityalamghare.------------------------------------------------------------------------------------------------------------- Aditya is a Senior Produ

28211

1 month ago

leestantonApprentice

posted in IT Operations Management

Difficulty Finding Reliable Entrümpelung in Köln Services for Large-Scale Projects

Hello everyone,I'm currently facing challenges with finding reliable Entrümpelung in Köln (decluttering and removal) services for large-scale projects. Most of the providers I've come across seem better suited for smaller residential cleanups rather than handling entire office spaces or larger commercial projects.Has anyone here had experience with larger-scale Entrümpelung services in Cologne? I'd appreciate any recommendations for companies that specialize in business or industrial cleanouts. Additionally, I'd love to hear any tips on how to vet these companies for efficiency and reliability, as timelines are critical for this project.Thanks in advance for your help!

1 month ago

MUA Love5Community Debut

posted in IT Operations Management

Experienced Corporate Tax Accountant in Mississauga

Accuracy and Compliance: Professional bookkeepers have the expertise to keep your financial records accurate and compliant with local tax laws and regulations. This helps avoid costly mistakes and potential legal issues. Time-Saving: Managing finances can be time-consuming for business owners. Outsourcing bookkeeping allows you to focus on growing your business while experts handle the numbers. Better Financial Insights: Professional bookkeepers provide regular reports that give you a clear understanding of your business's financial health. With precise cash flow tracking, profit and loss statements, and balance sheets, you can make informed financial decisions.

1 month ago

KaterinaApprentice

asked in IT Operations Management

Where does Freshworks keep their servers in Europe?

I have tried to ge an answer to where i.e., in which country Freshworks keep their servers, but I have not had a reply to this questions. Does anyone know? I would particularly like to know for Freshdesk and Freshsales.

401

2 months ago

mannsFeatured Influencer

posted in IT Operations Management

ITOM Video Series

We’ve created some ITOM videos for Freshservice customers (or for anyone really). Hopefully, they’re a good introduction for anyone seeking to understand more about the benefits of IT Operations Management capabilities.

1088

3 months ago

repattersonSkilled Expert

asked in IT Operations Management

Issue with On-Call Overrides Causing Coverage Gaps

Hello,I am reaching out to see if anyone else is running into issues with the On-Call Module and Coverage Overrides? We notice that in some instances providing an override in a shift will cause gaps to start forming in the schedule:

183

4 months ago

MHendersonApprentice

asked in IT Operations Management

MFA for Freshservice

Does anyone know if Freshservice supports MFA through Duo? (Not Google Duo, Duo Mobile). I can’t seem to find an answer anywhere. It looks like it’s supported via Freshdesk, but as far as I can tell that is different from Freshservice. I’ve also heard other MFA options are available such as Authenticator, but trying to get clarification. Thanks!

851

4 months ago

AnushaCommunity Manager

published in IT Operations Management

Meet Subject Matter Expert Ashutosh Pandey >>> ITOM UnlockedBlog

Hello everyone!ITOM Unlocked is back with another live session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) Ashutosh Pandey (@a5huto5h), better known as Tosh, on Tuesday, June 18, 2024. This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on Freshservice’s in-built Status Page module and interact directly with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. So drop your questions in the comments below for @a5huto5h to take them up! But hold on – First let me share a bit more about @a5huto5h below!-----------------Staff Product Manager Ashutosh PandeyMeet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). T

41121

5 months ago

AnushaCommunity Manager

published in IT Operations Management

ITOM Unlocked>>> Access the on-call calendar & check who’s on callTutorial

This week in ITOM Unlocked, let’s explore how to access the on-call calendar. Plus, let’s discover an easy way to check who’s on call right now for a particular on-call schedule.Watch NowWhat do you want us to cover next? If there’s any ITOM functionality that confuses you, comment below to share with us, and we’ll sort it out for you!#ITOMUnlocked

320

5 months ago

gregm-stcuApprentice

posted in IT Operations Management

DRP Documentation in Fresh Service

We are looking to leverage FreshService as a place to document our DRP processes for our organization. Short of just entering “walk-throughs” in the knowledgebase section, is anyone using the services section in relationship with the Assets section to document a DRP process. We’re looking for something a little more integrated than just a simple KB article for each application’s DRP process.

260

6 months ago

RyanO727Apprentice

asked in IT Operations Management

Unable to assign Workspace Admins

Recently I have encountered an issue with Workspaces and I am unable to assign any Business Agents the Workspace Admin role to any workspace.Has anybody else experienced this issue?I have had a ticket opened for a few weeks but still no resolution has been found.

441

8 months ago

AnushaCommunity Manager

published in IT Operations Management

Status Page now Generally Available! Bonus – Set up Scheduled MaintenanceNews

Build trust & transparency by keeping customers & end users updated about the status of your services using Status Page – now in GA. Available to customers on the Pro & Enterprise plans, within the Collaborate pane of an incident detail page, Status Page can help you:Improve efficiency by communicating service status at scale Help end-users and customers prepare for planned downtime i.e. Maintenance Windows Proactively update them about incident based unplanned downtime Eliminate the switching costs of using a third-party publishing tool Customize your Status Page as per your brand, choose to keep it private or public, and even track its SEO performance. All this and more, without any additional cost. Try it out now!Learn More Note: Translations for the module are in progress and will be available shortly.

1243

9 months ago

elobatoTop Contributor

asked in IT Operations Management

Adding attachments to alerts in Freshservice

Hi Team, hope you are all well!I was wondering if it is possible to have attachments added to alerts that have been configured as emails in the monitoring tools (or if this might be a feature request).We have some systems that don’t support webhooks so we have set them up as emails. Many of these systems can sometimes have files attached to them with more information regarding the alert such as logs. When the mail comes and the alert is created all attachments are ignored and we can’t see them. I know the easiest way to solve this is to not use AMS and just have them send a normal email to our Freshservice and generate a ticket that will have all attachments as normal. The problem is that we would like to have it done through AMS to reduce noise as not all alerts need to create an incident since they are informational, yet our team would like to review them occasionally. They also might not have any attachments at all if not required. As for alerts that do create incidents, the files s

2592

11 months ago

yancybApprentice

asked in IT Operations Management

Ansible?

Is anyone using the FreshService CMDB as a dynamic inventory for ansible? Wondering how difficult that might be to implement.

1994

1 year ago

Daniel SöderlundSkilled Expert

posted in IT Operations Management

Accept semicolon and colon when importing

Hello, Created this idea, what do you all think about this ? https://community.freshworks.com/ideas/accept-semicolon-and-colon-when-importing-32941 //Daniel

210

1 year ago

shannon.mejiaSkilled Expert

asked in IT Operations Management

Customize team Dashboard

I am an Admin on our Freshservice. I created a dashboard and assigned it to one of our Agent Groups for the Group Manager to be able to edit and make a Team Specific Dashboard. The manager has a Supervisor Role. He does not have an edit option for the dashboard. What permissions are needed to edit and customize a dashboard? This is not the analytics, but the dashboard

1620

1 year ago

thisismebb22Top Contributor

asked in IT Operations Management

on-call schedules

Let me first say I really like this module and has been a cool feature. A few more tweaks and it would be top notch.So, the responder tab is nice where other groups can be notified easily. Downfall is that you cannot do it on the mobile app where quick actions take place most of the time for us at least. It also leaves a gap in who owns the ticket because the second acknowledgement takes no action on the ticket like the first assignee assignment.We also setup custom emails within Fresh to accept tickets. Our voicemail system emails a copy of the transcribed message to create a ticket, and workflow parses it to elevate to on-call. We have two functions to the help desk for receiving/routing the ticket that has a metric and another function to address it. So, two tickets are created for the distinct function (only one group can be added to a ticket). You would probably suggest to create a child ticket but once again that is not an option on the mobile app (once again, the place I

1370

1 year ago

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