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Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 14th, 2024 & on Pro and Enterprise plans on Nov 27th, 2024.

Product version: 2024.R11L.01

 

New Features and Enhancements


Advanced ITAM (powered by Device42) Enhancements

Category: IT Asset Management

We’re thrilled to announce a series of powerful enhancements to Freshservice’s Advanced ITAM integration(powered by Device42).

  • Discovery Hub: Unified Access to Comprehensive Discovery Tools

The Discovery Hub enables users to access a full suite of discovery tools under a single roof.

Key Capabilities:

Unified Discovery Access: Discovery Hub consolidates Freshservice’s Basic and Advanced Discovery (powered by Device42) along with additional discovery capabilities, including SaaS discovery, cloud discovery, and integration-based discovery. This unified access allows users to manage all discovery functions from a single, centralized location.
Guided Setup for Advanced ITAM: Discovery Hub offers a guided setup that empowers users to configure Device42 discovery. The intuitive interface provides step-by-step instructions, from initial configuration to setup completion, along with instructional videos to support a seamless onboarding experience.
More details here.
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  • ID-Based Sync: Introducing a new sync method based on asset IDs for a more robust reconciliation method
  • Improved Reconciliation Logic in the App: Improved reconciliation processes now leverage serial numbers, UUIDs, IMEI, and other critical attributes to intelligently decide whether to update an existing asset or create a new one during synchronization.
  • New Resource Types, Attributes, and Relationships: The sync process will see a significant enhancement with the inclusion of additional asset types and attributes from Device42, ensuring a more comprehensive sync.
         1. Device42 Type, Virtual, and Physical Subtype Fields will now sync to keep the Freshservice assets consistent with the Device42 device model.
         2. All Device-to-Device Relationships available in the Device42 Topology view will be synced (not just relationships for Business apps and Affinity groups).
         3. Cloud Resources: Additional cloud resources including databases, storage, and more, will be added to the sync.
         4. Components for Computer and SNMP devices to be synced.
  • Custom Field Mapping: Now offering flexibility to map custom fields between Device42 and Freshservice using an XML upload.
  • Asset Deletion Flow: Resources deleted in Device42 will now result in soft deletion of the corresponding assets in Freshservice.
  • MDM Integrations: Native support for major MDM platforms like Intune, Jamf, Airwatch/Workspace One, Automox, and Chrome OS Discovery is now integrated directly into the Device42 main appliance, ensuring all discovery data flows through Device42’s industry-leading reconciliation process for seamless and accurate asset management.
  • Unified Authentication Powered by FreshID: Simplifies switching between Device42 and Freshservice with a unified authentication system, so users don’t need to log in again.
  • Consolidation of Compute Resources in Freshservice: All cloud compute resources, including Virtual Machines, Hosts, K8s Nodes, and their respective subtypes (such as AWS VM, Azure VM, VMware vCenter Host, etc.), will now be consolidated under the Hardware-Computer hierarchy. This alignment with the Device42 device model streamlines reporting and workflows, making it easier to manage all compute resources within a unified structure.

Note: These enhancements will be available from December 4, 2024.
 

Discovery Agent and Probe Daily Audit

Category: IT Asset Management

Introducing daily data sync for the Probe and Agent, ensuring that asset data is consistently updated in Freshservice, regardless of asset data changes in each scan. This daily sync will enhance asset tracking accuracy by ensuring up-to-date information.
Updated Asset Attributes:

  • SCCM Probe: The “Last HW Scan” attribute for SCCM-managed assets will now reflect the latest hardware scan timestamp, ensuring Freshservice displays the most recent audit data from SCCM.
  • Chrome OS Discovery: For Chrome OS assets, the “Last Sync” attribute indicates when the device was last scanned by third-party discovery sources rather than when it was imported into Freshservice.


File Attachments for Service Request Items

Category: IT Service Management
Agents can now add attachments at the item level when adding items to a service request. These attachments will be saved with the specific service item, ensuring relevant files are organized and accessible. 


Audit Log Support

Category: IT Service Management

  • Ticket export tracking: Exports of tickets will now be captured in the audit log, providing greater visibility and accountability for ticket data exports. This enhances security and tracking for all exported ticket information.
  • Change lifecycle: Audit logs are now generated for actions performed within the Change Lifecycle, providing enhanced traceability and accountability for all change lifecycle-related activities.
  • Requestor groups: Admins can now view Requester Groups captured in audit logs. These will include the creation of a requester group, the addition of members manually or based on rules to a requester group, modification of rules within a requester group and deletion of a requester group.


Enhanced Governance for Ticket Exports

Category: IT Service Management
Agents now require both ‘View Ticket’ and ‘Export Ticket’ permissions to export tickets. This added layer of permission control allows admins to manage export access separately, improving data security and control over ticket exports.


Enhanced Filtering Capabilities in Change List API

Category: IT Service Management
Users can now filter changes within the Change List API using query hashes. This improvement provides a more targeted and efficient way to retrieve specific change records. 

More details here. 


Improved Dark Mode Experience

Category: IT Service Management
Viewing and editing customized rich text content in dark mode has been improved to provide a smoother and more visually consistent experience, enhancing usability for users who prefer dark mode.

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Improvements to Self-Service Portal

Category: IT Service Management

We have implemented a series of enhancements to the self-service portal to improve how employees access services and support. Here's what is new:

  • Canonical URLs: Help article URLs will now include the article’s name, making it easier to identify and share content through links. This capability is currently available on the No Code Portal.
  • Popular Service Items: Employees can now easily access frequently requested services through a dedicated tab. This capability is currently available on the No Code Portal.
  • Portal Code Download: You can seamlessly upgrade from the V1 version to the No Code Portal by downloading all customization codes.

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Field Groups in user fields

Category: Freshservice for Business Teams

Admins will be able to create and manage Field Groups to organize related user fields into collections. Role-based access controls would ensure that only authorized users can view or edit fields in these groups. Field values within Field Groups can be auto-populated from external apps (e.g., a - Human Resource Information System) or manually updated in Freshservice for flexible user data management.

More details here.

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Important updates

Follow-up to our “Notices for new changes/upgrades/deprecation activities” communication sent in May 2024.


 0Date Extension] Fair Usage Policy (FUP) for Freshservice Analytics

To ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we have extended the date for implementing safeguards in some of our analytics capabilities to May 6, 2025. Please note that there is no immediate impact on your existing reports. You can continue to create and edit reports without any restrictions.

Who will be impacted?

If you have created reports in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.
What do you need to do?
Ensure all your reports adhere to the FUP before May 6, 2025.

More details here.

Notices for new changes/upgrades/deprecation activities

The following changes will be made effective by May 6, 2025. Ensure that you’re prepared for it.

  • Allowlist Freshworks domains for Freshservice mail server users

Freshservice recommends adding specific domains to your mail server allowlist by May 6, 2025, to maintain seamless email delivery, prevent messages from being marked as spam, and ensure they reach your inbox directly.

Who will be impacted?

Freshservice mail server users, particularly those with configurations that may filter or block incoming emails from Freshservice.

What do you need to do?

Allowlist the following domains in your mail server settings to ensure emails are delivered directly to your inbox:

  • freshservice.com
  • freshworks.com
  • freshemail.io

More details on United States, Europe, India, and Australia data centers.
 

  • Deprecation of the legacy Jamf marketplace app

We will deprecate the legacy version of the Jamf app by May 6, 2025. If you are still using it, you must upgrade to the new Jamf app (Version 2.0) with enhanced security from the Freshservice marketplace before the end of April 2025.

Who will be impacted?
All accounts currently using the legacy Jamf app.
What should you do?
Upgrade to the latest version of the Jamf app (Version 2.0) available on the Freshservice marketplace. For more information, see Freshservice integration with Jamf Pro.

More details here.
 

  • Deprecation of Cloud Compute Asset Types

We will deprecate the Cloud compute asset type hierarchy in our IT asset management module by May 6, 2025. This deprecation enables consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.

Cloud compute assets are discovered from multiple sources, such as Probe, Agent, and Cloud application integrations. To maintain a single record for every discovered Cloud compute asset and avoid duplication, we will map the Cloud compute assets under new Hardware asset sub-types irrespective of the discovery sources.

Who will be impacted?
All accounts that are currently using Cloud compute assets.
What do you need to do?

  • We will introduce updated workflows using the new asset type for all the existing workflows with deprecated asset types. These new workflows will be set to ‘Draft’ status by default. It is recommended that you review, test, and then enable the new workflows to ensure they meet your needs with the updated asset structure. Then, disable the workflows that are based on the deprecated asset type.
  • All the curated reports related to the deprecated Cloud compute asset types will be re-configured based on the new asset type. However, you must create new reports for all the Custom reports based on the deprecated asset types.

More details here.


Bug Fixes

These were the product defects detected, and they have now been fixed.

  • When we tried to move a ticket to another workspace from the list view, all agents who have access to the workspace were displayed in the agent drop-down despite selecting a group in which they are neither members nor observers. This is now fixed. 
  • We fixed the issue in on-call schedules that resulted in the on-call agent rotation skipping an agent at the end of the week.
  • Change calendar filtering based on groups was not working along with advanced filters. This is fixed now.

I get hope that ITAM will be refreshed for all, not only for those who will buy service from Device42.

With current solution there is no clear view about the agent status (if it updates on regular basis). There is no way to show on the list, filter assets by their status (In use, In stock, Retired) which is vital for those who must prepare a device to the end user. The only way is to use the report. But even there it’s hard to get the list of devices with all the required information.

Will it be possible to get information about graphics card component? 

Do you plan to offer smaller Assets Packs than 500 pcs?

 

The Freshservice Release Notes - Nov 2024 introduce several exciting new features and enhancements designed to improve user experience and efficiency. This update includes advanced automation capabilities, allowing teams to streamline workflows and reduce manual tasks. Improved integration options with third-party tools make it easier to connect Freshservice with your existing tech stack. Additionally, the user interface has been updated for greater ease of use, and reporting features have been enhanced, providing deeper insights into service desk performance. With this release, Freshservice continues to focus on simplifying IT service management, boosting productivity, and enhancing customer satisfaction.

Glad to see they fixed the agent dropdown bug when moving a ticket to another workspace. Now I just wish we could mandate the group field when moving a ticket so we don’t end up with groupless tickets. Been told its a feature request for months, but it seems silly we can mandate the group everywhere else but when moving a ticket.

 

 

The link under Guided Setup for Advanced ITAM is broken.

I keep seeing references “Fair Usage Policy (FUP) for Freshservice Analytics”, with vague warnings about the possibility of violating the policy, but what is the actual policy?

When, oh when, will you guys add functionality to the workflows, such as looping or case statements?

 

 

Glad to see they fixed the agent dropdown bug when moving a ticket to another workspace. Now I just wish we could mandate the group field when moving a ticket so we don’t end up with groupless tickets. Been told its a feature request for months, but it seems silly we can mandate the group everywhere else but when moving a ticket.

 

 

that could be possible using ‘business rules for forms’, right?
Unfortunately, I only use one workspace, but there I define, for example, that tickets can only be solved as soon as an agent is stored. Or, tickets can only be moved to another agent group if the ticket status is Open. Or I hide certain ticket settings if the ticket has certain information/characteristics.

However, it could be that business rules do not work across workspaces.

Frequent flyers will love this enhancement. 
Nice to see some work on the core functions!😁
“Popular Service Items: Employees can now easily access frequently requested services through a dedicated tab.”

I keep seeing references “Fair Usage Policy (FUP) for Freshservice Analytics”, with vague warnings about the possibility of violating the policy, but what is the actual policy?

When, oh when, will you guys add functionality to the workflows, such as looping or case statements?

 

 

The fair usage policy is generally getting all of your report date ranges down to two years or less and adding a date range of two years or less to any reports that don’t have a date range.  Hope that helps.

Do you plan to offer smaller Assets Packs than 500 pcs?

 

Second this! We need like 50 more, and likely never more than 200 total. Seems silly having to buy a pack of 500. 

I keep seeing references “Fair Usage Policy (FUP) for Freshservice Analytics”, with vague warnings about the possibility of violating the policy, but what is the actual policy?

When, oh when, will you guys add functionality to the workflows, such as looping or case statements?

 

 

The fair usage policy is generally getting all of your report date ranges down to two years or less and adding a date range of two years or less to any reports that don’t have a date range.  Hope that helps.

We have active tickets that are over 4 years old. So the fair usage policy actually hinders our ability to report on total numbers of tickets. I’m not sure how to get round this without making very user unfriendly pagers of “date range 1” and then another page of “date range 2”. 

Glad to see they fixed the agent dropdown bug when moving a ticket to another workspace. Now I just wish we could mandate the group field when moving a ticket so we don’t end up with groupless tickets. Been told its a feature request for months, but it seems silly we can mandate the group everywhere else but when moving a ticket.

 

 

that could be possible using ‘business rules for forms’, right?
Unfortunately, I only use one workspace, but there I define, for example, that tickets can only be solved as soon as an agent is stored. Or, tickets can only be moved to another agent group if the ticket status is Open. Or I hide certain ticket settings if the ticket has certain information/characteristics.

However, it could be that business rules do not work across workspaces.

You’re on the right track!  It’s doable with workflows at the global level.  

Event: Workspace is updated from X to Y → Action: Assign to Group

Assign conditions and duplicate using workspace X to Z, Y to X, Z to X… as necessary.

Hope this helps!

 

 

dear device42: you had the chance to rename the AirWatch integration to not only VMware WorkspaceOne but also to its current name Omnissa WorkspaceOne. AirWatch was bought by VMWare and renamed in 2014! Then Vmware was bought by Boradcom and now there is Omnissa, which is not related to VMware anymore...

Glad to see they fixed the agent dropdown bug when moving a ticket to another workspace. Now I just wish we could mandate the group field when moving a ticket so we don’t end up with groupless tickets. Been told its a feature request for months, but it seems silly we can mandate the group everywhere else but when moving a ticket.

 

 

that could be possible using ‘business rules for forms’, right?
Unfortunately, I only use one workspace, but there I define, for example, that tickets can only be solved as soon as an agent is stored. Or, tickets can only be moved to another agent group if the ticket status is Open. Or I hide certain ticket settings if the ticket has certain information/characteristics.

However, it could be that business rules do not work across workspaces.

You’re on the right track!  It’s doable with workflows at the global level.  

Event: Workspace is updated from X to Y → Action: Assign to Group

Assign conditions and duplicate using workspace X to Z, Y to X, Z to X… as necessary.

Hope this helps!

 

 

 

Then you also have the option to control it if you do it via rules.

If users were prompted to choose a group, the ticket could end up in a group that shouldn't have that ticket at all.

If someone from our Maintenance department/workspace needs to move a ticket to our IT department/workspace, they don't know which group in IT should have that ticket, so I'd rather control it with a rule than let users choose.

/Henrik

​​​​

I keep seeing references “Fair Usage Policy (FUP) for Freshservice Analytics”, with vague warnings about the possibility of violating the policy, but what is the actual policy?

When, oh when, will you guys add functionality to the workflows, such as looping or case statements?

 

 

The fair usage policy is generally getting all of your report date ranges down to two years or less and adding a date range of two years or less to any reports that don’t have a date range.  Hope that helps.

We have active tickets that are over 4 years old. So the fair usage policy actually hinders our ability to report on total numbers of tickets. I’m not sure how to get round this without making very user unfriendly pagers of “date range 1” and then another page of “date range 2”. 

Don’t forget this applies to ALL reports not just ticket reports.

 

Try and generate a monthly report of all laptops with status Active for example, you still need a date range and you likely have some over 2 years old if basing it on created date.

I keep seeing references “Fair Usage Policy (FUP) for Freshservice Analytics”, with vague warnings about the possibility of violating the policy, but what is the actual policy?

When, oh when, will you guys add functionality to the workflows, such as looping or case statements?

 

 

The fair usage policy is generally getting all of your report date ranges down to two years or less and adding a date range of two years or less to any reports that don’t have a date range.  Hope that helps.

We have active tickets that are over 4 years old. So the fair usage policy actually hinders our ability to report on total numbers of tickets. I’m not sure how to get round this without making very user unfriendly pagers of “date range 1” and then another page of “date range 2” 

Don’t forget this applies to ALL reports not just ticket reports.

 

Try and generate a monthly report of all laptops with status Active for example, you still need a date range and you likely have some over 2 years old if basing it on created date.

Absolutely, this is actually a big hinderance for us. It makes many of our use cases for the reporting module invalid and means that exporting data out of FreshService to work on it externally our only option.

 

Creating a report showing all active assets / all active tickets / all active requesters CANNOT be a breach of the Fair Usage Policy.

This is generally related to your releases: I have repeatedly had the experience that new email notifications were rolled out without these being communicated via the release notes. In some cases these were also already activated. It would be nice if you include this in the future. There were also other functions that could not be found in the release notes (e.g. workflows, etc.).
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