IT Operations Management

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.

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

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

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

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

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 would

Hello all, Is anyone using the Azure Monitor integration in Alert Management? It seems to be working fine in terms of receiving alerts; however, Resource Name isn’t populated - It is blank. The emails from Azure Monitor correctly contain the Resource Name, but the alerts in Freshservice have the Resource field as blank. As a result, it aggregates all alarms under the “Alert Name” and there is no way to tell what resource is impacted/requires investigation. The default attribute in Freshservice is data.alertContext.condition.allOf[0].dimensions[0].value Appreciate any help.

Each year ITSM.tools runs a poll asking readers which topics they need help with. It helps us ensure that we source the right content but it also shows how ITSM “trends” ebb and flow. Especially when global pandemics happen. Here’s what has happened since the first poll in 2017 (for 2018): The latest poll is up and running too if you fancy adding your opinion: https://docs.google.com/forms/d/e/1FAIpQLSdyxkUur8ZTxdg8-Ar1p1sncxqDbJKQoBprj9cxAms_y-bc4Q/viewform I’m expecting value and EX to jump this year :)

Has your organization started to use the Freshservice IT Operations Management (ITOM) capabilities to enhance its ITSM? Or is it using alternative solutions? Either way, do you have any great stats or success stories to share with others? Thanks :)

Many IT organizations still struggle with performance measurement, particularly when their formal metrics don’t match business perceptions of IT. To help, here are a handful of IT metric improvement tips: Be clear on the purpose of your metrics - ensure that you use metrics for productive reasons, such as driving improvement Avoid having too many metrics - use only the metrics you need and report on only what’s important to stakeholders Measure what’s important AND in the right places, so this would be at end-user touchpoints in many instances Take your IT metrics beyond your IT operations - instead, align the metrics with desired business outcomes Understand the context of metrics and how different metrics are related - also ensure that you understand the behavioral aspects of the employed metrics, i.e. where the metrics drive the right and wrong behaviors in people What’s important today might not be next year - so periodically review your metrics, changing metrics and/or targets as