Freshservice Release Notes - July 2022

 Note: All the features/enhancements below will be available on Starter and Growth plans on Jul 14th. For Pro and Enterprise plans will be available on Jul 28th.Product version: 2022.R07L.01New Features and Enhancements [Beta] Timer Node in Workflows Cloud Management  Asset Workflow Enhancements Device42-Freshservice’s upgraded integration Software and SaaS usage Analytics SMS support for On-Call Management  VCF files to track calls from Freshservice Alert properties additional information  Watcher Removal to be Captured in the Ticket Activity Logs Send Reports from the Global Primary Email Address Export Service Item and Asset Type-specific Fields in Analytics Enhanced Ticket Module Deprecation of Freshservice APIs - Version 1 Bug Fixes New Features and Enhancements [Beta] Timer Node in WorkflowsCategory: AutomationAdmins can introduce a time delay or pause the workflow for a set duration of time. Trigger escalation emails, send reminders, grant access to agents for a stipulated amount of time, and much more using the Timer nodes. More details here.  Cloud Management Category: IT Asset Management With Freshservice Cloud Management, mitigate the complexity of a multi-cloud environment with a clear view of your assets and their relationships, and power service management and operations management processes with visibility into cloud service dependencies in a unified platform. Freshservice Cloud Management lets you: Discover your multi-cloud resources in Freshservice’s CMDB to build a single, integrated source of truth. Remediate issues faster with cloud infra dependencies captured right within your service management solution. Automate cloud management tasks with a unified self-service cloud catalog.  More details here. Note: This feature will be available by July 31st, 2022.  Asset Workflow EnhancementsCategory: IT Asset Management, Workflows/AutomationThe following actions will be available in the Action node of Asset Workflows. Remove associated software installations- Automatically delete software associated with an asset when it is moved to a retired or expired state.Note: This action will only remove the software associated and not delete the software. Disable asset discovery action-  Disable the asset discovery (via probe and agent) for retired or expired assets and convert them to unmanaged assets. Note: The above workflow actions will be visible only for the hardware and cloud asset types. To re-enable the discovery for the asset navigate to the detailed asset view.  Device42-Freshservice’s upgraded integrationCategory: IT Asset Management Get advanced asset discovery and dependency mapping in Freshservice with our Device42 integration. With Device42 you can now discover and sync: Business Apps and their relationships Device Warranty Information Contracts More details here.View marketplace app Software and SaaS usage AnalyticsCategory: IT Asset Management With software reports in Freshservice analytics, stay on top of your software and SaaS usage metrics like: Software overview:  Track software used based on varied criteria like status, users, source of creation, publisher, and more.  Software Insights: Track software trends observed across your organization like most used software, top software with potential savings, and monthly software trends.  Software Users and Installs: Track installs and users for every software.  Software contracts: Track software with and without contracts. Note: This feature was released on June 14th, 2022.More details here. SMS support for On-Call Management Category: IT Operations ManagementUsers can now refer to the list of geographies where SMS support for On-Call Management is available before configuring their on-call schedules. More details here. VCF files to track calls from FreshserviceCategory: IT Operations ManagementCustomers using the On-Call Management module can now track calls from Freshservice by downloading VCF files.More details here. Alert properties additional information Category: IT Operations ManagementUsers can now see additional information fields in any Freshservice ticket body. Watcher Removal to be Captured in the Ticket Activity LogsCategory: IT Service ManagementAgents now have an option to track a watcher removal in the activity logs. With this enhancement, a removed watcher and the user who has removed it both will be captured in the ticket activity log. Send Reports from the Global Primary Email AddressCategory: IT Service ManagementGet analytics reports and schedules from your brand email id. Going forth, your primary email address, under Global Support Emails, will be used for sending out exports and schedules. Export Service Item and Asset Type-specific Fields in AnalyticsCategory: IT Service ManagementUsers can now deep-dive into service items and asset type-specific fields by exporting those fields and analyzing the data from Analytics data exports.Note: This feature will be available to all plan customers on July 28th. Enhanced Ticket ModuleCategory: Mobile AppWith this enhancement, agents will get an intuitive Ticket Management interface that will help them be more productive on the go.Note: This enhancement will be available on only the android app.    Deprecation of Freshservice APIs - Version 1Category: IT Service ManagementREMINDER 1 : Version 1 of Freshservice APIs will be deprecated on November 30, 2022. You can make API calls using Version 2 of the Freshservice APIs, which offers more functionalities and error handling.Once API V1 is deprecated, you won’t be able to use it in the areas listed below.  You need to convert all your existing API V1 calls to API V2 calls. Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes) Custom apps Portal Customization     Any custom services or middleware developed using Freshservice API V1    Note: After,Nov 30, 2022 all the API V1 endpoints will be retired, and all your workflows or customizations that use API V1 endpoints will cease to work as expected. Do ensure that you switch to API V2 endpoints by then to avoid any disruptions.More details here. Bug Fixes These were the product defects detected and they’ve now been fixed. Customers were getting errors when they tried to clone an asset using the Clone assets app. Assets in inventory that were linked to AWS were discovered as new assets instead of performing updates on the old ones. When in the requester profile, 'Can see all tickets from this department' is unchecked, the approval that has already been delegated was also removed. In Workflow Automator, when the user saves an approval action node and reopens the node to edit the approvers, the close button 'x' to remove the approver does not work, and the user remains as an approver. (The issue was only for ticket automators and hardcoded and static approver names. It did not affect dynamic records.) Users were unable to create workflows if the asset type's name contains any special characters, such as a double quote in it. Updating the department custom date field via API was showing the date as per the user timezone setting in the portal. If a different TimeZone user views the department, it shows the date as per their Timezone. When the user selects the announcement's expiry date in the date picker, it saves it for the day before the date chosen. In software custom fields, if the dropdown value contains a less than symbol "<, "it is displayed as < instead of the actual less than the symbol "<. " Agents were not able to associate a ticket with Freshrelease standalone app. Project time entries export and project tasks export emails were not sent to the user who exports them in the New-gen Project Management. In New-gen project management, Project Cloning was failing for some customers. When a custom asset field name starts with a number, asset updation via API (Version 2) was throwing an error.  In the purchase order, creating a purchase order with the date field only shows the day and the month, not the year. In workflow automator, when a service request has no approval requested, it doesn't work.  The Auto- Ticket Merger App was not closing the duplicate tickets. The group assignment was removed when an agent updated a task within a ticket (like the date or time). On-call calendar didn’t load when more than one override was created for a shift configured during the daylight saving period Incidents assigned to agents on acknowledgment didn’t show up on the dashboard widget. In on-call management, the calendar preview didn’t display the right data for a shift with custom intervals and a weekly shift rotation.

Related products:Freshservice

Freshservice Release Notes - June 2022

Important update: We have updated the release timelines of “Rest APIs for New-Gen Project Management ” on 01st July 2022. This enhancement will be available by 15th Jul' 22 instead of 30th June’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Jun 15th. For Pro and Enterprise plans will be available on Jun 29th.Product version: 2022.R06L.01New Features and Enhancements On-Call Management now in GA & also available under Growth plan CSAT survey for agents created tickets Reporting on Custom User Fields in Analytics Rest APIs for New-Gen Project Management  Enhanced asset audit using Discovery Probe Enhanced software discovery from VMware vCenter using Discovery Agent ‘Ticket is acknowledged’ as a workflow event Orchestration Center Updates Bug Fixes New Features and Enhancements On-Call Management now in GA & also available under Growth planCategory: IT Operations ManagementTrial customers will now no longer need to raise a special request for trying out the On-Call Management module. Plus, the module will now also be available under the Growth plan in addition to the existing Pro and Enterprise plans. Major enhancements since the beta in November now enable users to receive separate notifications for Urgent and High priority incidents, disable notifications and escalation based on incident priority, collaborate on Slack, and increase the total interval between escalation levels by up to 24 hours. This module will be generally available by the end of June in all data centers except India.More details here. CSAT survey for agents created ticketsCategory: IT Service ManagementAgents can now receive customer satisfaction surveys for the tickets created by them. Admins should be able to configure this feature from the CSAT Survey List page to enable/disable sending surveys for tickets raised by requesters who are also an agent in the system.  Reporting on Custom User Fields in AnalyticsCategory: IT Service ManagementAgents can now report on custom fields added to a user's profile. These fields will also appear under the associated agent and requester set of fields when you create reports for other modules, such as tickets, problems, and assets.Note: This will be available for all plans by 30th June. Rest APIs for New-Gen Project Management Category: Project ManagementUsers of new-gen project management will now be able to read, create, update and delete projects and project tasks via APIs and leverage or manage their project data from third-party tools.Note: We have updated the release timelines of this enhancement on 01st July 2022. This will be available by 15th Jul' 22 instead of 30th June’22. Enhanced asset audit using Discovery ProbeCategory: IT Asset ManagementDiscovery Probe can now capture audit records for all device scans irrespective of incidence of changes in their state.Note: This enhancement can be enabled on demand by reaching out to support@freshservice.com Enhanced software discovery from VMware vCenter using Discovery AgentCategory: IT Asset ManagementDiscovering software from VMware cloud assets using discovery agent is now more powerful with enhanced reconciliation. ‘Ticket is acknowledged’ as a workflow eventCategory: Workflows/AutomationTrigger workflows when a ticket is acknowledged as part of On Call Management.For example, perform actions like adding a note or sending an email based on when a ticket is acknowledged. Orchestration Center UpdatesCategory: Workflows/AutomationNew Orchestration apps: Bitbucket: Perform operations on projects, repositories, pulls, issues, issue comments, and issue attachments using the Bitbucket Orchestration app. More details here Freshdesk- Invoke operations on Freshdesk Support Desk Agents, Groups, and Tickets via the Workflow Automator. More details here Gitlab On-prem -  Perform User, Group, and Project Management actions on Gitlab Onprem with the help of the Orchestration Server. More details here PagerDuty -  Create incidents and perform user-based actions on Pagerduty. More details here    Orchestration App Enhancements:Okta : Perform the following actions in Okta  Assign a group to the application  Get assigned user for the application  Remove group from application  Gsuite : Perform the following actions in Gsuite   Enable Auto Reply  Create Forwarding Address  Wipe User Device  Transfer UserData  Bug Fixes These were the product defects detected and they’ve now been fixed. 500 error while accessing Employee Onboarding (EOB) tickets. When the account level timezone was set to Eastern Time (UTC-11) in production, the sandbox was getting created at a different timezone (UTC-5). The date on the list page showed one date previous to the selected date on the ticket list page. Agents were not able to access tickets from the ticket associations in the new-gen project management. In End User Portal - Requesters were not able to access the portal. In edge cases, Service requests were created without considering all the mandatory fields. On-Call Schedule - When the schedule is being added the second time to the on-call calendar, it was throwing an error. During active directory user sync certain scenarios were not triggered in the FreshID callback. Serial numbers starting with zero get truncated when exporting the assets. The automatic reminder email in the Employee Onboarding (EOB) was not working as expected.  In Workflow Automator, Condition node - the combination of none and any group with the INCLUDES operator doesn't work as expected. 'Add People' option on the ticket was showing an incorrect notification message. In the Conversation portal, users were getting solution articles that they didn't have permission to access.

Related products:Freshservice

Freshservice Release Notes - May 2022

Important update: We have updated the scope of work for ‘Escalation levels in the on-call management’ on 20th May 2022. With the new scope, users can now increase the total interval between escalation levels by up to 1 day instead of 7 days.Note: All the features/enhancements below will be available on Starter and Growth plans on May 16th. For Pro and Enterprise plans will be available on May 30th.Product version: 2022.R05L.01New Features and Enhancements Increase the interval between escalation levels by up to 7* days Lookup fields to Ticket Forms  Upgraded APIs - Version 2 Upgrading from the Reports Module to the Analytics Module Renaming ‘Department’ & ‘Requester’ Fields in Analytics [For Single Account MSP Customers only] Deprecation of password-based authentication for Google & Microsoft Email New error codes for unauthorized API V1 usage Bug FixesNew Features and Enhancements Increase the interval between escalation levels by up to 7* daysCategory: IT Operations ManagementIn the On-Call Management module, users can now increase the escalation interval across all levels by up to seven* days. Earlier limited to 30 minutes, the time gap can now be configured in days, hours, and minutes. More details here.*Important update: We have updated the scope of work for ‘Escalation levels in the on-call management’ on 20th May 2022. With the new scope, users can now increase the total interval between escalation levels by up to 1 day instead of 7 days. Lookup fields to Ticket Forms Category: IT Service ManagementAdmins can now create ticket fields by referencing relevant data within the service desk. With lookup fields, location, users, departments, and asset values can be referred to in ticket forms. Upgraded APIs - Version 2Category: IT Service ManagementTo empower our users with improved API consistency and enhanced experience, we are deprecating the older version (API V1) by November 30, 2022,  and moving to an upgraded version (API V2).The following features will be impacted due to this deprecation. We recommend replacing API V1  calls with the corresponding API V2 endpoints in the below features. Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes) Custom apps Portal Customization  Any custom services or middleware developed using Freshservice APIs Post the deprecation date of November 30, 2022,all API V1 endpoints will not be operational. I.e. all workflows and customizations using API V1 endpoints will stop working. More details here. Upgrading from the Reports Module to the Analytics ModuleCategory: IT Service ManagementTo empower our users with a more robust analytics solution, we are upgrading them from our legacy Reports module to the Analytics module and deprecating the Reports module. This deprecation will affect all the customers using the legacy Reports module, who have already been given access to the Analytics module. More details here.The timelines for the process are: Date Changes Action Required June 2022 The ability to create and edit reports and schedules will be disabled in the legacy Reports module. You will need to leverage the Analytics module to create and edit new reports, schedules, and exports. Migration of old reports to the Analytics module will begin in a phased manner. All schedules that you created in the legacy Reports module will be migrated to the Analytics module in a disabled state.  Users should move to the Analytics module for all their reporting needs as they will not be able to create reports, schedules or exports on the legacy Reports module from June Nov 2022 The legacy Reports module will be deprecated and customers would no longer be able to access it. All schedules migrated from the legacy Reports module will be enabled in the Analytics module. Agents who are authorized to access the reports module would automatically be granted the corresponding permissions for Analytics.  Renaming ‘Department’ & ‘Requester’ Fields in Analytics [For Single Account MSP Customers only]Category: IT Service ManagementTo ensure uniformity in field names across all modules, we are renaming ‘Department’ and ‘Requester’ fields to ‘Company’ and ‘Contact’ respectively in the analytics module in November 2022. This change applies only to our Single-Account MSP mode customers and might have an impact on any third-party integrations/reports built using data exports if the Department / Requester field names are used in those reports. Users must revisit the analytics integrations/apps built using data exports and make necessary changes to the field names. Deprecation of password-based authentication for Google & Microsoft EmailCategory: IT Service ManagementGoogle and Microsoft are going to deprecate the support for password-based authentication due to security protocols. Going forward, they will only support OAuth for their email servers. To prevent any disruption to the ticketing system due to this deprecation and to continue to allow Freshservice to send and receive email through their Gmail/Microsoft accounts, users will need to reauthorize Freshservice to access them using OAuth.More details here.Who is impacted by this change?It applies to customers who have configured helpdesk mailboxes using Google and Microsoft email addresses through password-based authentication. Date Changes Action Required 31st May 2022 Google will no longer support password-based authentication. Mailboxes that continue to use password-based authentication beyond this date cannot send and receive Freshservice mail. Re-authorize the configuration if you see a banner inside your helpdesk, or a ‘Migrate Now’ sign next to the custom email server(s)  30th September 2022 Microsoft will no longer support password-based authentication. Mailboxes that continue to use password-based authentication beyond this date cannot send and receive Freshservice mail.  New error codes for unauthorized API V1 usageCategory: IT Service ManagementWe have moved from the generic 200 response code for unauthorized API V1 actions to causation-based error codes.Previous Code Error Code 200: The user is non authorized to continue with the action Current Code Error Code 401: The user has input the wrong password/API key Error Code 403: The user doesn't have sufficient permission to make that particular API Call  Bug Fixes These were the product defects detected and they’ve now been fixed. Users were unable to attach files while raising tickets via the feedback widget (applies to both pop-up and embedded widget). In the Freshcaller integration widget, during an active call ‘create ticket’ slider disappears. When the schedule is being added the second time to the on call calendar, it throws an error. Execution logs did not work when the orchestration feature was not present. In user management ‘can see all tickets from this department’ or ‘department_ids’ field was being set to false by an API call When a group is created via the MS AD Orch app and a value is entered in the ‘OtherAttributes’ field, it fails to complete the action.

Related products:Freshservice

Freshservice Release Notes - April 2022

Important update: We have updated the release timelines of “Android mobile updates” on 18th May 2022. This enhancement will be available on 01st Jun' 22 instead of 29th Apr’22.Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Apr 18th. For Estate, Pro, Forest, and Enterprise plans will be available on Apr 29th.Product version: 2022.R04L.01New Features and Enhancements Reduce MTTR using Automated Grouping for Alerts Gain Flexibility in Noise Reduction by Grouping Alerts using more Values Integrate Monitoring Tools in just three simple steps Detect and Correct Invalid Phone Numbers with Ease Get Separate Notifications for Urgent and High Priority Incidents  Business Impact for Change Increased Size of the Email Attachment New Metrics - Unresolved Tickets Conditional Fields in Tabular Data Edit Gantt bars in Project List View Manage and Optimize SaaS usage better with User Filters Discover and manage Microsoft 365 licenses  Create Relationships with your Software in your Inventory Create and Manage Warranties at ease Stay on top of Software usage with the Analytics Module Workflow Automator Enhancements Orchestration Center Updates Security updates: Discovery Probe and Discovery Agent Mobile App Updates Other updates Neo Admin Center: Create Custom URL  New Features and Enhancements Reduce MTTR using Automated Grouping for AlertsCategory: IT Operations ManagementUsers can now use ML-driven Automated Grouping – now in Public Beta – to attach related incoming alerts to open incidents. This would make incidents contextually rich, reduce noise, and help resolve incidents faster.More details here Gain Flexibility in Noise Reduction by Grouping Alerts using more ValuesCategory: IT Operations ManagementUsers can now group alerts by Message & Node in addition to the default values of Resource and Metric in any combination through custom integration. More details hereIntegrate Monitoring Tools in just three simple stepsCategory: IT Operations ManagementUsers can now integrate monitoring tools to Freshservice Alert Management in just three steps. The alert profile is being retired and users can view all their integrations on the Alert Integrations page. More details hereDetect and Correct Invalid Phone Numbers with EaseCategory: IT Operations ManagementUsers will now be intimated about missing or incorrectly formatted agent phone numbers as and when they create a shift for On-Call Management. Users can either correct individual phone numbers from within the On-Call Management module, or correct them en masse through a CSV file. More details here Get Separate Notifications for Urgent and High Priority Incidents Category: IT Operations ManagementUsers can now configure the escalation path and notification rules for High and Urgent priority incidents separately in On-Call Management. More details hereBusiness Impact for ChangeCategory: IT Service ManagementThe Change managers and implementers can now proactively associate ‘Impacted Services of a Change’ and automate approvals based on the ‘impact’. This will eventually reduce the number of unplanned outages to business-critical services.More details hereIncreased Size of the Email AttachmentCategory: IT Service ManagementWe have increased the limit of email attachment files from 25MB to 40MB. Users can now share and receive bigger files in their tickets, problem, change, release, and project modules experiencing an enhanced sharing option. New Metrics - Unresolved TicketsCategory: IT Service ManagementIntroducing a new metric called Unresolved Tickets, in the tickets module, to track the total number of unresolved tickets in any defined time period. Users can now analyze unresolved tickets for a period by defining a time period and comparing trends across different time periods (month over month, week over week, etc.) Conditional Fields in Tabular DataCategory: IT Service ManagementUsers can now access service item fields and asset type-specific fields in tabular format when those fields are applied in the metrics filter. Just add the conditional field in filters and click on the View underlying data option to view the conditional fields. Edit Gantt bars in Project List ViewCategory: Project ManagementUsers can now quickly change the start and end dates of a project in the Projects list view page itself. Click and drag either end of the Gantt bar to make edits to the project. The icon will change to a double-headed arrow indicating editing. The change (in days) will be reflected at the end of the Gantt bar once it is released.Note: The start and/or end date  changes will only reflect at the project level and will not impact the dates of tasks/sub-tasks Manage and Optimize SaaS usage better with User FiltersCategory: IT Asset ManagementAn integral part of managing and optimizing your SaaS applications would be understanding app usage on a user level based on varied criteria. With filters for SaaS users, slice and dice through user-level SaaS usage by filtering using User fields and using Ready-to-view filters. More details hereDiscover and manage Microsoft 365 licenses Category: IT Asset ManagementUnderstanding how your licenses are utilized enables you to plan the best optimization efforts to cut SaaS costs. With your Microsoft 365 integration, get visibility into all your licenses and their utilization right within Freshservice. More details hereNote: Auto-discovered license utilization information will be available on the overview tab. All manually created licenses will be available as contracts.   Create Relationships with your Software in your InventoryCategory: IT Asset ManagementUnderstanding dependencies between your hardware and software is important to see the big picture when critical issues arise. You can now create software relationships with all inventory items and track them under the relationship tab for any software. Note: To better search through your software records, use the software statuses (Managed, Discovered, Disabled, In review, Restricted, Ignored). Create and Manage Warranties at easeCategory: IT Asset ManagementWarranties are critical documents required to secure asset costs and an asset’s lifecycle. With the contract management module, create warranties and automate approvals right from Freshservice.Stay on top of Software usage with the Analytics ModuleCategory: IT Asset ManagementGetting a bird’s eye view of your software usage is critical in establishing software governance in enterprises. With software reports in Freshservice analytics, you can now track software used based on varied criteria like status, users, asset, source of creation, and more. Note: This will be rolled out in phases from April 30th.  Workflow Automator EnhancementsCategory: Workflows/AutomationExpression Builder NodeUsers can now perform operations like adding numbers together, replacing a part of a string of text, comparing strings, manipulating date/date-time fields, and much more using the Expression builder node. For eg: Calculate the due date of a ticket based on the employee’s joining date. More info hereExpressions in Condition NodeUsers can now evaluate boolean expressions directly from the condition node allowing them to craft more complex conditions.Date fields in Condition and Actions Both default and custom date fields are now available to use within the condition and action nodes.   ISO Date placeholdersDate fields are now available in ISO format from the placeholder section. Use this format when constructing date-based expressions in the expression builder node and integrating with 3rd party systems via APIs. Sample formats for date and DateTime fields are mentioned below:ISO Date (yyyy-mm-dd) -    ‘2022-01-02’ISO DateTime (yyyy-mm-ddThh:mm:ssZ) -    ‘2022-01-02T12:24:30Z’ Test Improvements for App Actions, Webhooks and Web RequestsTesting web requests, app actions, and webhooks just got easier. Now replace placeholders with sample values to test these actions seamlessly.  Orchestration Center UpdatesCategory: Workflows/AutomationIntegrating Credential Store with Orchestration AppsUsers can now use the credential store for a curated list of Orchestration apps. For instance, you can create Oauth credentials for Dropbox and leverage them in the new Dropbox orchestration app.New apps added to Orchestration center: Dropbox - Perform operations on users, groups, and files or folders, and attach documents to your Freshservice tickets using the Dropbox Orchestration app. More details here.   Orchestration App Enhancements Microsoft Active Directory- Remove users from multiple groups using MS Active directory for Orchestration. More details here  MS Exchange - Perform lookup events based on start_date_time and end_date_time filter. More details here.  Security updates: Discovery Probe and Discovery AgentEnabled the following fixes for the asset discovery tools: Security fix, checksum hash verification on Auto Update Mac agent 4.2.0, Windows agent 2.11.0, Linux agent 3.3.0 Ability to Fetch instance ID for AWS & Azure virtual machines Windows agent 2.11.0, Linux agent 3.3.0 Security fix, added TLS certificate verification Mac agent 4.4.0, Windows agent 2.12.0, Linux agent 3.4.0, Probe 4.11.0  Mobile App UpdatesiOS: Support for Look-up Fields in Ticket module Android: Support for Look-up Fields in Ticket module Support for Change form Business Rules Support for Service item Business Rules Note: These enhancement will be available from 01st June 2022.  Other updatesMac agent 4.3.0 Fixed bugs in fetching software details from MacOS Monterey Added new mac models in our directory to reflect the model names Probe 4.11.0 Fixed bugs in fetching software details from MacOS Monterey Added new mac models in our directory to reflect the model names Fixed discovery agent version issue in the software details   Neo Admin Center: Create Custom URLCategory: PlatformPersonalizing Freshworks URL as per brand requirements Admins can now personalize their login URL as per branding requirements. They can do this from within the Organization module of the Neo Admin Center.Note: They’ll have to create a DNS CName certificate record and process this step from the DNS Zone file while updating the URL in the organization module. More details here

Related products:Freshservice

Freshservice Release Notes - March 2022

Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Mar 15th. For Estate, Pro, Forest, and Enterprise plans will be available on Mar 30th.Product version: 2022.R03L.01 Enhancements:Add SPF and DKIM Email Authentication for Custom Email DomainsCategory: Security Improve your IT security by protecting email senders and receivers from spam, phishing, and spoofing using SPF and DKIM email authentication. Freshservice Admins can now set up and control this for their organization's domain names directly from their email settings. This will assist them in improving the deliverability of their emails and also enable them to set up DMARC to further ensure the integrity of any outgoing communications from their domain. Neo Admin Center: Idle Session TimeoutCategory: SecurityEasily configure idle session timeout duration for your users' sessions from the session management section, in the security module of the Neo Admin Center. Once enabled, users will have to reactivate sessions by logging in as per company policies. Go on and enforce both security and compliance, at one go!More details hereNote: This is available since mid-February on all plans with the omnibar. Reporting on Asset to TPCR AssociationCategory: IT Service Management Users can now generate reports on assets with association to tickets, problems, changes, and release modules. This helps in having a drilled-down view on assets based on the properties of tickets, changes, problems, or release modules.Note: This feature will be available to all plans after 15th March. Reporting on Associations amongst Problem-Change-Release ModulesCategory: IT Service Management Making reporting between modules easy and quick.Users can now generate reports on: Problems with association from incidents Changes with associated tickets initiating changes Changes with associated incidents caused Changes with associated problems Releases with associated changes This will help users carry out detailed analysis and deep-dive on problems, changes, and release modules.Note: This feature will be available to all plans after 15th March. Approvals Module in AnalyticsCategory: IT Service Management Enhance the speed of internal processes through insights from the new Approval reporting module under Analytics. Easily track average approval timelines across various service items and change requests. Create customized widgets to study approvals by category, approver, and more!Note: This feature will be rolled out to all customers by the end of March 2022. Disable Automatic Resolution of Incidents Based on Alert ResolutionCategory: IT Operations ManagementAn incident is automatically resolved if all associated alerts get resolved by default. However, users can now change this behavior by disabling the associated toggle on the “Alert Automations Settings” tab under “Alert Rules”. Note: This enhancement will be available to all Pro and Enterprise customers by the end of March 2022.More details here. Enhanced Jobtitle conditions in Requester Groups and WorkflowsCategory: Workflows/Automation      Admins can now craft conditions more efficiently by grouping similar requester job titles together. For instance, create groups containing multiple directors across the company using the ‘contains’ condition. 

Related products:Freshservice

Freshservice Release notes of 2022.R02L.01

Important update: We have updated the release timelines of “Table view for tickets” on 02nd Mar 2022. This enhancement will be available on 03rd Mar' 22 instead of 28th Feb’22.Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Feb 15th. For Estate, Pro, Forest, and Enterprise plans will be available on Feb 28th. Enhancements:Use Email to Integrate Monitoring Tools with FreshserviceCategory: IT Operations ManagementUsers now have an option to receive events and alerts from monitoring tools in the form of emails in Freshservice. Freshservice will create alerts using those emails and display them on the Alerts page. To use this functionality, users will need: A monitoring tool that can send email alerts Admin rights to configure Alert Profiles Integration of monitoring tools via email adds to the options currently available – namely pre-configured integrations and custom integration via webhooks – and simplifies alert management for users. Note: This feature is available to customers in Pro and Enterprise plans in all data centers. More details here. Notify On-Call Agents using SlackCategory: IT Operations ManagementOn-call agents will soon be able to acknowledge, escalate, and resolve incidents directly from Slack. This enhancement is in addition to the existing channels of communication in the On-Call Management module – namely email, SMS, and phone calls. Note: Notifications on Slack for On-Call Management will be available by the end of February 2022 to Pro and Enterprise customers in all data-centers except India. Disable On-Call Notifications for Medium and/or Low Priority IncidentsCategory: IT Operations ManagementUsers will soon be able to disable on-call notifications and escalations for medium and low-priority incidents using toggles. Available on the accordions for low and medium priority incidents on the Notification Rules tab, the toggles will help users ensure that their on-call team isn’t alerted for incidents that do not require immediate attention.Note: This enhancement will be available by the end of February 2022 to Pro and Enterprise customers in all datacenters except India.Sequential Ticketing in New Employee OnboardingCategory: Enterprise Service Management With sequential ticketing, users can define dependencies between different child tickets of an employee onboarding request and pass information from one to the other. The dependent child tickets become available for action to the respective agents when the ticket they depend upon is resolved or closed.This feature eliminates the need to manually check prerequisites to act upon an assigned ticket and ensures that agents have all the necessary information to resolve their tickets. More details here. Table View for TicketsCategory: IT Service ManagementThe modern user experience with the ticket table view will be available soon. The table view will encompass a robust and polished user interface. Agents can fully perceive information in fewer clicks through a customizable view & consistent visual elements. More details here.Note: This feature will be available to all plans from 3rd March 2022  CSAT ImprovementsCategory:  IT Service Management To improve the customer engagements,we have eliminated the summary section for single-questionnaire CSAT surveys.The summary section will now be visible only for multiple- questionnaire surveys. We have also updated the following cues for multiple questionnaire surveys to enhance transparency. The "Proceed to summary" button instead of "Next" for the last question. "Back" instead of "previous" for the secondary button on the summary page  User Privilege Changes During Sandbox SyncCategory:  IT Service Management To avoid conflicts in user privileges during production account and sandbox sync, any of the following changes made on a production account while a sandbox is enabled will be copied over to the sandbox immediately: The permissions granted to a role The roles granted to an agent Assignment/revocation of the "Department Head"/ "Company Head" privilege to a user  Orchestration Center UpdatesCategory: Workflows/AutomationNew apps added to Orchestration center: Asana - Manage Projects, Workspaces, Teams, Tasks, and Users in Asana via the workflow Automator. More details here. GCP Functions - Invoke operations on GCP functions using the Orchestration app in Workflow Automator. More details here. Orchestration App Enhancements Azure AD -  Perform actions on Administrative units using the Azure Orchestration app. More details here.

Related products:Freshservice

Freshservice Release notes of 2022.R01L.01

Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Jan 17th. For Estate, Pro, Forest, and Enterprise plans will be available on Jan 31st. Feature:On-Call Management Beta now available in the US, AU, & EU regionsCategory: IT Operations ManagementLimit the disruption caused by critical incidents and restore business operations faster with Freshservice on-call management. In this Beta, streamline incident management with: On-call Schedules: Ensure 24X7 agent availability spanning weekdays, weekends, holidays, and even time-zones   Escalation Paths: Design the order in which agents must be contacted as per the severity of an incident On-Call Rotation: Distribute shift work across all team members responsible for a specific domain to ensure everybody gets to contribute, learn, and is held accountable Notification channels and rules - Use popular channels of communication such as phone, SMS, and email to intimate agents and set conditions for reminding them until the incident is acknowledged On-call calendar: Get a bird’s eye view of the availability of agents and the schedules they are associated with, available in both agent view, and agent group view Who’s on call now? Cut through all the information to find out who’s on call at that moment using a single click Export calendar: Get information on the go by exporting schedules to the device of your choice  More details hereNote: The Beta is available to customers in the US, EU, and AU pods. Customers in the IND pod will be given access shortly. This feature is available to customers on Pro and Enterprise plans.  Enhancements:Integrate Amazon EC2 easily with Freshservice Alert ManagementCategory: IT Operations ManagementAmazon Elastic Compute Cloud is now available as an out-of-the-box integration within Freshservice Alert Management module. Head to the “IT Operations Management” section on the Admin page and select Alert Profile. Next, select ‘Create new integration’ to see the list of pre-configured integrations that includes Amazon EC2. More details here Asset Family List AttributeCategory: IT Service Management We have added a new attribute called Asset Family List. This field will help the users to retrieve all the assets of the specified type as well as its child types. Note: This feature will be available to all plans from 20th Jan. New Metrics in AnalyticsCategory: IT Service Management We have added two new metrics in the tickets module:  received tickets resolved tickets Four new SLA metrics in the tickets module:  Resolution SLA violated tickets First response SLA violated tickets Tickets within first response SLA Tickets within resolution SLA  Using these metrics users can easily analyze the percentage of tickets that violated SLA, for a given time period.Now easily extract and analyze all these metrics instead of deriving these numbers by applying filters.Note: This feature will be available to all plans from 20th Jan. Reporting on Associated AssetCategory: IT Service Management Users can now generate reports on tickets, problems, changes, and releases with association from the assets module. This helps in having a drilled-down view based on the assets and their properties. Percentage Change and Trend for a Set of MetricsCategory: IT Service Management Users can now quickly and easily analyze metric trends over a given time period. For all numeric metrics (with few exceptions), specified for a given time period, users can now see the percentage change in the metrics between the two consecutive time periods (current and past) just below the metric value. Along with the percent change, we are also adding the trend icon with red indicating negative change and green indicating the positive change.More details hereNote:  Percentage change and the trend will be available only for a few metrics.  This feature will be available to all plans from 20th Jan.   Edit Change RequestsCategory: IT Service Management Requesters can now edit and modify the fields in their change requests even after they have submitted a request. This will enable users to incorporate any modifications to change properties throughout change requests’ life span.Description for Reports and WidgetsCategory: IT Service Management Make your reports easily manageable and simple to understand by others by adding descriptions. Users can now add a short description to their reports and widgets. This description will be shown below the widget and reports title on the home page and will also be part of the exported file(s).Note: This feature will be available to all plans from 31st Jan. Quick Filters and Group-bys for WidgetsCategory: IT Service Management Quickly and easily deep-dive into your data using the new interactive filters in widgets. Convert your normal filters and group-by options into interactive options in widgets and easily filter and deep-dive a particular widget while viewing the report. More details hereNote:  Interactive filters are just for viewing purposes. Any change in the report, based on using interactive filters, cannot be saved or downloaded. This feature will be available to all plans from 31st Jan.  Interactive Filters as WidgetsCategory: IT Service Management Enhance and dig deeper into the metrics using interactive filters. Users can now add filters as widgets in the reports. These filter widgets can be applied to all the widgets that are part of the report.More details hereNote:  Any change in the report due to the use of interactive filters as widgets, cannot be saved or downloaded. This feature will be available to all plans from 31st Jan.  Export Option in Change Advisory Board (CAB)Category: IT Service Management Admins can now easily access all the information related to CAB in their email. We are introducing export options in CAB using which logged-in users can get all the information on CAB names, member names as well as date when the member was added, in their email.Support for Content Field in ChangeCategory: IT Service Management The Read-only, rich text field option is available in Change forms that can be used for housing links, help text, section headers, and much more.Export Options for DepartmentsCategory: IT Service Management Introducing the export option which will enable admins to get the CSV export of all departments/companies in the account to their email. Improve User Experience with Form Field SupportCategory: IT Service Management We have enhanced the form experience for requesters on MS Teams and Slack. Servicebot ticket form now supports 20 input fields on MS Teams and Slack.More details hereIntroducing the Ability to Find Users in Self Service Portal Category: IT Service Management Requesters can now search other users by name while adding people in the cc field for the ticket from the self-service portal V2. Admins can limit this functionality to search for only users from the same department as the logged-in user.Note: This feature will be available to all plans from 11th Feb.Cascading Values for Dropdown FieldsCategory: IT Service Management We now support cascading values of dropdown fields (utilizing a data source) in self-service portal V2 with the same field name from parent to child items for bundled service items. Support for Dynamic Sections in Employee OnboardingCategory: Enterprise Service Management With the support of dynamic sections within employee onboarding forms, admins can add dynamic sections and create custom forms where child fields change based on the input to a parent custom dropdown field. This feature empowers the admins to show only the relevant fields to the stakeholder filling the form and collecting the correct information needed for fulfillment. More details here.  Status fields for child tickets in Employee OnboardingCategory: Enterprise Service Management Admins can now choose the status of the child ticket that is created within an employee onboarding parent ticket.  Tag and Asset Association Action in Business RulesCategory: Workflows/AutomationConfigure business rules to mandate/enable/disable/hide/show tags and associated assets for tickets. Sanitize HTML content using sanitize_html Liquid PlaceholderCategory: Workflows/AutomationUse the sanitize_html liquid filter to treat HTML placeholders so that they can be used within the body of an API request without an invalid JSON error being thrown. More details hereOrchestration Center UpdatesCategory: Workflows/AutomationNew apps added to Orchestration center: Freshdesk Contact Center: Manage teams and users in Freshdesk Contact Center using the orchestration app in Workflow Automator. More details here. MS Onedrive: Invoke operations like file, folder, and permission management on Microsoft OneDrive via the Workflow Automator. More details here. Password Generator:  Create stronger passwords automatically in workflows based on the parameters.More details here Orchestration App Enhancements:Google Cloud Storage - Upload attachments with shared drive support in workflows using the Google Cloud Storage Orchestration app. More details here AWS EC2-  Modify Instance Attribute with resizing instance option support in AWS EC2 orchestration app. More details here Gsuite-  Perform mobile device, calendar access control, app-specific management actions in the Gsuite Orchestration app. More details here MS Teams - Added attribute team_id in response of the Create Team action. More details here. Sample Workflows and Service items for Orchestration AppsCategory: Workflows/AutomationGet sample workflows and service items seeded into your instances for reference while installing or updating the below Orchestration apps. Okta Azure AD Slack AWS EC2 MS Teams  MS Active Directory Google Calendar AWS Lambda Zoom  Discover Software Running on Virtual Machines (supported for cloud discovery integrations) Category: IT Asset ManagementInstall Discovery Agents (Windows and Linux) on your virtual machines to discover software running on them for the supported cloud discovery integrations on the marketplace.  Enhanced security for Discovery Probe and Discovery AgentCategory: IT Asset ManagementWe have now enabled checksum Verification during Auto Update for Discovery Probe and Discovery Agent (Windows, Linux, Mac) for enhanced security. The updated versions that will be rolled out are: Discovery Probe : 4.10.0 Windows Agent : 2.11.0 Mac Agent : 4.2.0 Linux Agent : 3.3.0  New asset activities experienceView your asset activities in the new user experience which will capture: Relationship activities: Historic data will be available for this from the date of account creation.  Software installation activities: This data will be captured and displayed going forward.  Note: This will be rolled out in phases from January 31st, 2022. If you started using Freshservice post-September 2020 you will already see this version. You can also view software installation activities going forward.Old version:New version:

Related products:Freshservice

Freshservice Release notes of 2021.R12L.01

Important update: We have updated the release timelines of the “Increase in email attachment size limit” on 4th Jan 2022. This enhancement will be available on 31st Jan' 22 instead of 05th Jan’22.Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Dec 15th. For Estate, Pro, Forest, and Enterprise plans it will be available on Jan 05th. Enhancements: Set & Remove Options in Business Rules for Change FormsCategory: IT Service ManagementUsers can now set or remove specific value(s) from any dropdown based on conditions using “Set and Remove” options in business rules for change forms. Use the ”Set” option to set a particular field value or values and use the “Remove” option to delete any value(s) from any field dropdown. Whenever a new change is created, the set or remove option will be applied based on the condition. Kanban Board for TicketsCategory: IT Service ManagementKanban board gives a holistic view of workflow based on ticket lifecycle. Rapidly identify, evaluate and prioritize work by visualizing complex tickets set in stages for better collaboration and iteration: Improve visibility across teams through a holistic view of tickets in different stages at a glance Track ticket lifecycle and optimize your workflow by alleviating bottlenecks Set workload limit for different stages to prioritize work View ticket lifecycle stages to facilitate smooth progression  Table view for TicketsCategory: IT Service ManagementThe ticket table view - refresh encapsulates a robust and clutter-free user experience with a modern user interface. Agents can fully perceive information in fewer clicks through a customizable view & consistent visual elements. More details hereImportant Note: Ticket table view-refresh will be rolled out in a phased manner starting from 15th December 2021. Approvals Widget on DashboardCategory: IT Service ManagementUsers can quickly access their pending tickets and change approvals using the newly added “My Pending Approvals” widget on the dashboard. On clicking the widget, all the approvals that need an action will be displayed in a list along with a short description. Users can approve or reject any request immediately, saving a lot of their time and effort.Along with pending approvals in list view, users can also view their historic approvals in a separate tab next to it making it easier for them to access all past approval data. CSAT EnhancementCategory: IT Service ManagementAdmins can now configure whether to display a CSAT survey button or a survey question inside the survey mail to ensure a response from your end customers. The survey button or question will be placed at the end of the mail. Admin can select any one question from the questionnaire and the responses to it will be saved as a survey response. Increase in email attachment size limitCategory: IT Service ManagementWe have increased the limit of email attachment files from 25MB to 40MB. Users can now share and receive bigger files in their tickets, problem, change, release, and project modules thereby experiencing an enhanced sharing option.Note: This enhancement will be available on 31st Jan 2022 Project and Project Tasks association with ITIL entitiesCategory: Project Management Now project members can associate existing tickets, problem, change, and assets with the projects and project tasks in new-gen project management.More details: LinkYou can track these associations inside the project task slider. Gantt EnhancementsCategory: Project Management  Now users can quickly create Tasks this includes custom task types as well, Sub-tasks, and Epics (in case of software projects) right from the Gantt planning. Now users can plan holistically with this new Gantt enhancement. It will provide the ability to view tasks and their subsequent sub-tasks in Gantt on a monthly, weekly, and quarterly basis.  Custom Objects Enhancements for Employee Onboarding and Reader conditions  Category: Enterprise service managementUsers can now use custom objects as the data source while creating single and multi-select dropdowns within employee onboarding forms.  Improvements to SaaS ManagementCategory: IT Asset Management In review status: With “In review” status software users can move discovered applications to an intermediate status after which a decision can be made on whether they will be actively managed in the inventory or not. Identify recognized software: With the automatic matching of newly discovered software with existing entries in the vendor catalog, we enable quick identification of priorly recognized software in your ecosystem. Insights dashboard: The dashboard in your Software module gives a bird’s eye view of your discovered, “In review”, and “Managed” software. We have added two new insights Current spend and Potential spend to enable better cost optimization efforts. Quick contract creation: When contracts have no contract value mapped against them, the “+Add” button enables you to create one right from the software list page. Onboarding experience: We’ve improved the onboarding experience with a simple 4 step process to follow to get a SaaS management process up and running.  Discovery Probe 4.9.0 EnhancementsCategory: IT Asset Management To improve consistency in the device data being fetched from SCCM for new additions and updates, the Discovery Probe will now always fetch device data from SCCM regardless of the last hardware scan time. (LastHWScan) Fixed user sync issues for user details which were fetched as empty.  Workflow Automator EnhancementsCategory: IT Operations ManagementCondition node can now support all condition operators (in addition to is empty / is not empty) for all fields returned by the reader node based on their type. Orchestration - New apps and enhancementsCategory: IT Operations ManagementNew Orchestration Apps Webex Teams: Perform operations on Webex Teams using the orchestration app in Workflow Automator. Learn more Azure Blob Storage: Invoke actions on Azure Storage Containers and Blobs using the Azure Blob Storage app for Orchestration. Learn more Adobe Sign: Perform actions for document management and user management on Adobe Sign. Learn More Orchestration App EnhancementsFollowing actions are now supported for Slack channels: Set Topic Set Purpose  MSP support for Virtual Agent in MS TeamsCategory: Apps / IntegrationsAdmins can now enable the virtual agent for MSP accounts on the enterprise plan to serve multiple accounts within the same company. More details here Search APIs Category: Apps / IntegrationsUsers can now search tickets, assets, etc. through the Search APIs option available for smooth data transactions. Check the API documentation for details.  Access marketplace application gallery fasterCategory: Apps / IntegrationsThe marketplace app gallery is placed as one of the many options available to the admin. As a result, the discoverability of the application gallery is severely limited. We have now brought the application menu to a prominent global location to improve discoverability.The app menu will be available globally across all pages only for admins. An admin can either browse the listed applications or go to the developer portal to build their app. Reporting support for Multiselect dropdownsCategory: PlatformThe analytics module now supports reporting on multi-select dropdowns across Incident, Changes, and Service Request.Note: Reporting support for multi-select lookups is not available.  Setup direct redirection to SSO on Freshworks login pageCategory: PlatformIf you have password-based login and SSO enabled for your organization, you can ensure that your employees are taken to the SSO page directly without landing on an intermediate page that offers both password and SSO login options. You can set this up from Admin > Helpdesk security to set this up for your entire account or Admin > Portals to set this up for specific portals. Enable the Redirect users to SSO by default toggle and pick the SSO method they have to be redirected to.Note: If users need to choose a login method, they can do so from https://accountname.freshservice.com/login/normal.

Related products:Freshservice

Introducing the native Freshdesk-Freshservice integration!

Hello everyone, We are delighted to launch the native Freshdesk-Freshservice integration. With this integration, you can unify customer support with your internal teams to collaborate and resolve complex issues effortlessly. Check out how it works here!This out-of-the-box integration enables customer support teams on Freshdesk to raise incidents or service tasks to internal teams on Freshservice from within the customer ticket. With a complete view of customer conversations, your teams can collaborate effortlessly to resolve issues without switching between applications. Support teams can also automate incident creation to avoid redundancy and achieve a faster turn-around time on tickets that are dependent on internal teams.Support agents on Freshdesk will also be able to create rules to automate repetitive tasks like raising incidents to internal teams on Freshservice. Freshdesk admins can also limit the information that internal teams need to understand and resolve issues.By syncing ticket fields between Freshdesk and Freshservice, your agents can track the progress, and keep your customers informed as soon as there is an update from the internal team.  This integration will be available for all paid plans. To initiate this integration, you can either link your Freshdesk account to an existing Freshservice instance or create a new Freshservice instance to link it.Read this article to learn more about the native Freshdesk-Freshservice integration and how to get started with it. Meanwhile, we'd love to hear your feedback so please feel free to drop your comments here!

Related products:Freshdesk Support DeskFreshservice

Freshservice Release notes of 2021.R11L.01

Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Nov 16th. For Estate, Pro, Forest, and Enterprise plans it will be available on Nov 30th. Enhancements:Tag and Keyword support for Solution ArticlesCategory: IT Service ManagementThe Freshservice Virtual Agent can easily retrieve the most appropriate solution articles for a user query, and is also used to rank those articles in order of relevance. It now understands the text present in the “tags” and “keywords” fields of a solution article. Tags and keywords improve the chances for a target article to appear for a query, if it was not appearing for the same query earlier. It can also improve the rank of an article in the search results compared to the other documents, if required. Learn moreNote: This feature is available for all enterprise accounts in all regions. Right now, it only understands English language text.Project planning - Gantt enhancementsCategory: Project ManagementUsers can experience an enhanced planning functionality of new-gen project management using gantt visualization. This will be available at a cross-project level and at various time intervals i.e. weekly, monthly and quarterly.We have also introduced the ability to add work items directly inside the Gantt page to enable users to plan and execute work more efficiently. Advance filter in project kanban boardsCategory: Project ManagementUsers can now find, view and manage specific work items in a more intuitive fashion. We have improved our “All Projects” view by introducing new filter options such as Versions, Story Points, Subprojects, and Sprints as well as introducing the ability for users to group work items by Projects in the Cross project Kanban view.  Discovery Probe EnhancementsCategory: IT Asset ManagementIntroducing enhancements to the discovery probe to: Support for automatic activation of previously suspended discovery probe, when the associated Freshservice account gets reactivated Improve SCCM probe's device sync and fix asset duplication issues with the same serial number  Integrate with more apps for SaaS managementCategory: IT Asset ManagementWe now support integrations with DocuSign, Smartsheet and Box to track and manage their usage right within Freshservice. DocuSign: Track users using DocuSign, understand usage frequency, identify inactive users for de-provisioning based on logins as well as creating/updating of files. Learn more Smartsheet: Track the number of sheets created and owned by smart Smartsheet users and identify inactive users for de-provisioning. Learn more Box: Track users using Box, understand usage frequency and identify inactive users for de-provisioning based on logins as well as creating/updating of files. Learn more Note: These integrations require the SaaS management add-on. Learn more Exercise greater control over alert-incident dependencies with alert rules automationsCategory: IT Operations ManagementChoose the extent to which incidents are influenced by changes in the status and severity of associated alerts. By default, Freshservice automatically upgrades incident priority to reflect the increase in the severity of the associated alert. Similarly, a resolved incident automatically reopens when the associated alert reopens. However, you can choose to disable these automations. Learn more about how to disable automatic reopening of an incident when an associated alert reopens.Learn more about how to automatically update incident priority based on alert severity. Manage access credentials using credential storeCategory: Workflows/AutomationManaging access credentials to authenticate requests to third-party tools is a productivity killer. Admins have to constantly update token changes manually across all the workflows, which is time-consuming. With the centralized credential store: Manage and reference your credentials easily while triggering webhooks or invoking web requests nodes. Update your changes in the credentials store and have them reflected across all the workflows. Perform any third-party calls irrespective of the authentication mechanism like OAuth 2.0, API key, and much more. Learn more Request for customization in service request forms  Category: Workflows/AutomationEmpower your admins to customize the "Request for" field in the service request form by applying specific conditions to filter out the requesters. This helps to create a service item requested for users only from a specific department or location.Identity field in custom objectsCategory: Workflows/AutomationIntroducing the Identity field for representing object records. With Identity fields, you can now look up standard and custom objects within object fields or service request forms. Learn moreNote: This feature is currently in beta and will be available on Nov 30th, 2021 for the new custom objects created.  Lookups to custom objects within SR formsCategory: Workflows/AutomationSave time and effort by creating custom objects and referencing them as lookup dropdowns in service request forms. Fetch contextual information from users by creating a field dependency dropdown within service request forms. Learn moreNote: This feature is currently in beta and will be available on Nov 30th, 2021 for the new custom objects created.  New orchestration appsCategory: Workflows/AutomationTwilio - Send messages (SMS, MMS) and initiate programmable calls from Twilio via the workflow automator. For example, send an instant SMS notification for a high-priority incident. Learn moreTrello - Perform actions on Users, Boards, Cards, and Organisations. Manage your team projects using the Trello app for Orchestration. Learn more Orchestration App EnhancementsCategory: Workflows/AutomationMS Teams - Add users to multiple teams and channels using MS Team app for orchestration.  Freshdesk-Freshservice out of the box integration Category: Apps/IntegrationsUsers can automate repetitive tasks on Freshdesk and assign or prioritize requests in Freshservice from Freshdesk using workflow automator. Users can also measure and monitor the volume of tickets coming from customer support teams on Freshservice. The out-of-the-box integration is quick and easy to set up for your customer support teams on Freshdesk and internal teams on Freshservice. Learn more Approvals in restricted groupsCategory: Enterprise Service ManagementUsers can experience enhanced security in restricted groups with the launch of approvals. Approvals allows the group leaders to track and approve any changes in group memberships like adding a new member, disabling group leader’s approval for group membership changes, granting group leader access, disabling and deleting the restricted group. Note: The approval delegation feature does not apply to restricted groups. Prefill service item fields in employee onboarding Category: Enterprise Service ManagementMinimize time spent on filling forms and fill some of the obvious fields, using the Prefill fields option. Every new employee is offered a set of items during the onboarding process and it is often predefined based on conditions like employment type, location or department. This enhancement helps pre-fill service item fields with attributes such as role, purpose etc. based on the predefined conditions within the onboarding kit. 

Related products:Freshservice

Freshservice Release notes of 2021.R10L.01

Important update: We have updated the release timelines of Microsoft Teams enhancements on 8th Nov,2021. This feature will be available by the end of last week of Nov,2021 instead of first week of Nov,2021. We have updated the release timelines of Additional Fields in Analytics availability on 29th, Oct 2021.Additional Fields in Analytics will be available in a phased manner by the 3rd week of November.Note: All the features/enhancements (except Additional Fields in Analytics availability and Microsoft Teams enhancements ) below will be available on Blossom, Starter, Garden, and Growth plan on Oct 18th. For Estate, Pro, Forest, and Enterprise plan it will be available on Oct 28th.Enhancements: Approval Page CustomizationCategory: IT Service ManagementAdmins can now customize the approval page for Tickets and Changes by adding custom fields and attachments. This will ensure the approver has enough context to approve any request.In the form fields section, enable the Display to approver option for fields that you want to add to the approvals page. You can also show attachments in the approval page by enabling “show attachments” in Approval page. Note:  Fields under the Planning section cannot be added to the Change Approval Page.  Previously, agent field labels and values were being displayed for Priority, Status and Agent (owner) fields in the Ticket Approval page. With this enhancement, the requester field labels and values for all fields (including priority, status and agent) will be visible on the Approval page.    Historic Approvals Section Category: IT Service ManagementApprovers can now track their previous approvals under ‘My Historic Approvals’ section of the approvals page in the support portal. Enhancements in “is” filter in AnalyticsCategory: IT Service ManagementCreate more in-depth reports and widgets using our enhanced - “is” filter functionality. The “is”filter has been upgraded to support fields with multiple values. So now, if a field has multiple values, the “is” filter will return only those data which match the exact filter value.Note: All existing "is" filters will be migrated to "includes" for multiple value fields so that the enhancement does not affect the reports already in use. This enhancement will be available in the last week of October.  Additional Fields in AnalyticsCategory: IT Service ManagementGain more insights from your data and improve your decision-making with new additional fields in analytics. We are adding various new fields under different modules for a better reporting experience. Ticket description and parent ticket information present in the tickets module Custom paragraph fields in the service request module Service request properties get created when a service request is placed. These fields are Requested Quantity, Stage of Requested Item, and Estimated Delivery Time to close in Hours, Description, and Custom Paragraph fields under the Change Management module Timesheet notes present in the Timesheet, where you track the amount of time spent on a particular ticket Task notes are present under the Tasks section in tickets, problems, changes and releases. Asset custom paragraph field values under Asset Management Note: All Paragraph fields will be available only in the Underlying data and cannot be used in Filters and Group by.Important Note: We will be rolling out different items under Additional Fields in Analytics in a phased manner by 3rd week of November Business rule for change forms with asset-based conditionsCategory: IT Service ManagementUsers can now customize their change management process based on assets. Support for attached asset based conditions is now available in Business rules for change forms. Create tickets from messages within Microsoft TeamsCategory: IT Service ManagementIntroducing the capability to create tickets from direct messages within MS Teams. No more switching tabs or tools to create new tickets.With your Servicebot/Virtual Agent in Microsoft Teams you can now create new tickets from your existing messages in Teams Groups and Chats. For any message, select the message action "Create a ticket" to capture the user's message as a ticket in Freshservice.Create new tickets quickly and easily without having to switch in and out of your Microsoft Teams environment.Note: This feature will be available for only Enterprise customers on Oct 30, 2021.Important: Please note that this feature will be available by the end of last week of November,2021. Edit deactivated agents/requesters profilesCategory: IT Service ManagementEdit the profiles of deactivated agents and requesters from the Admin settings.  Edit user profiles right from FreshserviceCategory: IT Service ManagementAll users with “Manage Agents” and “Edit Requesters” access enabled can edit user profiles right from Freshservice. All changes made will reflect instantaneously on the Freshworks Organization profiles. Cross-Project Task ViewsCategory: Project ManagementUsers can now visualize all project tasks across their entire portfolio of projects in both kanban and list views. Users will no longer need to switch context between multiple projects to see relevant tasks. All project Kanban board: Ability to see cross-project tasks in a customizable kanban “Board” view. Earlier only the “list” view was available. Task slider view within the “Project Tasks” page - Seamless task view and task edit functions in the cross-project task list view, using the task slider. Put an end to opening tasks in new tabs and reduce context switching. Column customization in “project tasks” - Now users can customize their columns in both the list and the board view.  3.a: Column customization in “List view” - Users can choose default as well as custom attribute fields for the column customization.3.b: Column customization in “board” view - Users can add a custom column in the cross-projects kanban board.  Advanced filters inside “project tasks” - Users can now apply filters based on custom drop-down attributes in the Project Tasks page in both list and board views. Note: These enhancements are already live for Pro and Enterprise customers.  Auto-population of product/software descriptions Category: IT Asset ManagementThe description field during PO creation will be automatically populated with descriptions saved for the product/software that you select. The descriptions can be edited further as needed.  View paths to root nodesCategory: IT Asset Management In large relationship maps, you’d want to quickly view the parent asset mapped to specific assets. You can now hover over an asset to quickly view the path to its root node. Asset activities enhancements to capture relationship updatesCategory: IT Asset ManagementNote: This enhancement will be rolled out by the end of this month for accounts on the latest version of asset activities. Accounts in the older version of asset activities will be migrated to the new version by the end of this quarter. Asset activities will now capture all changes (creation, updation, deletion) to asset relationships with an enhanced user experience including: The nature of the relationship (Upstream/Downstream) is captured for all new relationships created or updated.

 Note: This information will be available only for activities captured post-rollout of this enhancement. 
 The asset, department, or users with which the relationship is created is linked directly to their details page. 
 Include Attachments placeholder for Ticket WorkflowsCategory: Workflows/AutomationSend emails to third-party vendors or other agent groups and include the ticket attachments using this placeholder to help collaborate with complete context. VMWare Cloud DiscoveryCategory: Workflows/AutomationWe now have a dedicated marketplace app for VMWare Cloud Discovery. Here you can discover and manage virtual assets across VMware Vcenter accounts and sync them to Freshservice CMDB.The resources discovered include: Hosts Instances (Virtual Machines) Volumes (Disks) More details here   Note: This feature will be available on Oct 31th, 2021. Orchestration center updatesCategory: Workflows/Automation New Orchestration Apps  AWS S3 - Invoke actions on AWS S3 buckets and Objects. For example, you can now configure workflows to replicate an object within a dedicated S3 bucket automatically. Installation guide and Use-case documentation here.SSH -  Execute SSH commands on an On-premise Linux server/host using the SSH app for Orchestration. Installation guide documentation here Orchestration App Enhancements Slack -  Add users to multiple channels using the slack app for Orchestration.AWS EC2 - Attach and detach Volumes using AWS EC2 app.Workplace - Add users to multiple groups and perform user-based actions like create, update and delete.Jira - Additional attribute for Inline attachment support in creating issue action.Google sheets - Additional attribute to wrap cell text in insert row value action.Microsoft AD  Perform the following actions in MS AD: Get user details by email Move the user to another Organisational unit  Move an object to a location specified by GUID. Azure AD Perform the following actions in Azure AD:  Check User is Part of Group by Username   Check User is Part of Group by User ID  Get Group Membership Of User By Username  Remove User from Groups by User ID Jumpcloud Create/Update user action in the following additional fields: Employee ID   Job Title Work/Home- phone, cell, street address, city, state, country, postal code.    Automatic reminder for stakeholders in employee onboardingCategory: Enterprise service management With automatic reminders in new employee onboarding, admins can schedule email reminders to stakeholders at selected intervals till the time an action is taken and can eliminate the need for manually triggering reminder emails. Use the checkbox right below the email body configuration to:  Set an auto-reminder to relevant stakeholders for their pending action or inputs Key in the interval hours at which the reminder emails should be scheduled to the inbox of the stakeholders  Support for multi-select in employee onboardingCategory: Enterprise service management Employee onboarding forms can be exhaustive and the nature of some questions demand multiple answers from the listed choices. With the multi-select option, you can create a list of choices in the multi-dropdown field to choose from and empower the users to select multiple options.  Autofill exact matches in employee onboardingCategory: Enterprise Service Management Forms that involve multiple stakeholder inputs sequentially are tied back to the same onboarding request and have repetitive fields. With the autofill launch, the data is automatically filled across the stakeholder forms based on the field name match for text, dropdowns, and paragraph fields.  Business Function GroupCategory: Enterprise service management Every agent group has unique use cases and requirements. With the business function field in the agent group creation form, you can get access to function-specific best practices, tips, and business use cases that can be automated using Freshservice.  

Related products:Freshservice

Freshservice Release notes of 2021.R09L.01

Important Note - We have updated our software versioning to the following new format:2021.R09L.01   X        Y          ZX- Year of releaseR- ReleaseY- Month of releaseL- Limited release Z - # of releases in the month. (This will be incremented after every deployment post limited release) Where to spot this?Freshservice -> Admin -> Account Settings -> Account Note: All the features/enhancements below will be available on Blossom, Starter, Garden, and Growth plans on Sep 15th. For Estate, Pro, Forest, and Enterprise plans it will be available on Sep 30th.Enhancements: New enhancements in the Change CalendarCategory: IT Service ManagementIntroducing an enhanced change calendar to efficiently manage your change management process. Get a more focused view of the changes in the calendar by filtering out based on different criteria. These filter options will be available on the right pane of the calendar page. We are also moving the agent and group fields filter from top navigation to right pane, along with other filter options Export the filtered change calendar as either PDF or ICS file Switch between list view and calendar view while running a CAB meeting Note: If you switch to the Calendar view from an existing Change List view by clicking on “View Change calendar”, the list view filters will be applied in the Change Calendar. But if you click on the calendar icon in the top navigation, the filters will be reset to the default conditions of agent as ‘me’ and change status as ‘all but closed changes’. Introducing the Azure AD SCIM Sync AppCategory: IT Service ManagementThe Azure AD SCIM Sync App is now available!This app has two main functions: Create and deactivate users in Freshservice based on rules in Azure AD Sync all user profile updates from Azure AD to Freshservice Note: Please follow the steps specified in the "Instructions" tab to install and configure the app. Virtual Agent Enhancement: @mention your Virtual Agent on Slack ChannelsCategory: IT Service ManagementIntroducing the capability to @mention Virtual Agent and get queries resolved in personal messages and slack channels and get immediate responses. Your organization may have a common support-related public channel on slack where your employees come in and post their questions and issues. Your support agents have to constantly monitor this channel and respond to employee issues. With this new enhancement of on-demand support on slack an employee can directly post on your organization's relevant support slack channel based on the issue at hand and have the Virtual Agent respond with relevant information that enables self-service resolution to your employee issues.Note: This feature will be available for only Enterprise customers on Sep 30, 2021. New-Gen Project Management ReportingCategory: Project ManagementWith project analytics enhancements, users can get a birds-eye view of their multiple projects and portfolios from a single dashboard. They can now select “project” as a module to get all project reports. Additionally, they can configure this on all default and custom attributes. Inside “project analytics”, you can now see a "project summary report" that summaries the progress of all projects across the helpdesk.  Purchase Order ReportsCategory: IT Asset ManagementManaging your IT costs start right from streamlining your procurement processes and managing the costs involved. With purchase order reports, optimise costs and improve process efficiency by deriving insights about: Current asset utilization  Order fulfilment statuses Onboarding the received items Other Purchase details  More details here Relationship map enhancementsCategory: IT Asset ManagementYou can now view the count of open incidents upfront for each asset on the new relationship map. More details here SNMP enhancements to the Discovery probeCategory: IT Asset Management Fetch serial number information from SNMP devices Custom fields configuration in devices.csv to read custom properties from SNMP devices and map them to Freshservice asset fields. "devices.csv" structure can support Model/Vendor specific OIDs with custom field OID mappings More vendor/models available in devices.csv Note: These enhancements will be available by September 30th, 2021. Enable a 21-day trial for SaaS management in a single click Category: IT Asset ManagementGet a hands-on experience to discover, manage and optimize your SaaS applications right within Freshservice. Enable a 21-day trial for the add-on from Admin > SaaS management. Note: This feature will be available on the Forest, Estate, Pro and Enterprise plans by September 30th, 2021. Freshservice Cloud Discovery for Azure and AWS Category: Workflows/AutomationFreshservice cloud discovery enables you to sync resources across your cloud infrastructure into the Freshservice CMDB to provide a single pane of glass to view and manage both physical and virtual CIs. The sync process is facilitated with the following dedicated marketplace apps for each cloud provider. AWS Cloud Discovery Azure Cloud Discovery Cloud discovery will also seed new fixtures for Asset types to store the different types of resources synced from the cloud. Support for more resource types and cloud providers will follow soon.Note: This feature will be available on Sept 30th, 2021.   Associated Assets in WorkflowsCategory: Workflows/AutomationYou can now leverage information about the Associated Assets of a ticket, problem, change, or release for your workflowsNote: This feature will be available on Sept 30th, 2021.Associate assets in:Condition Nodes: Apply conditions based on the associated asset of a ticket, problem, change or release and take actions accordingly.Reader node to query information: Leverage information about the associated asset of a record and use it in subsequent actions. For example: When an incident or change is raised for an Asset, the ticket can be assigned to the agent/group that manages the asset and the asset manager can be notified automatically.Asset Custom Fields support when Reading from Assets : In addition to the default fields of an asset that will be available as part of the Reader output, you will also have granular information about the hierarchy of custom fields for the associated asset in JSON format. Leverage the JSON Parser node to extract the fields you need. For example: Extract type-specific fields for an AWS VM such as Region and Instance ID and use them in an app action to Reboot the instance.Preview the results of a Reader node : Preview results of a reader for a given filter condition, which will aid you in your workflow configurations.

Related products:Freshservice

Freshservice Release notes of 2021.R08.09

Important update: We have updated the CSP enhancement timelines on August 31st. This enhancement will be available on 31st Oct' 21 instead of 31st Aug’21.We have updated the CSAT enhancements availability timelines on August 17th. We will be rolling it out in a phased manner as per the timelines below:Aug 19th: For customers on Sprout, Blossom, and Starter plans Aug 20th: For customers on Garden and Growth plans Aug 31st: For customers on Estate, Pro, Forest, and Enterprise plansNote: All other features/enhancements (except CSAT) below will be available on Blossom, Starter, Garden, and Growth plans on Aug 18th. For Estate, Pro, Forest, and Enterprise plans will be available on Aug 31st.Features:New Custom Dashboards:Category: IT Service ManagementNote: Dashboard revamp will be live soon across all plansWe are modernizing Freshservice architecture, and as a first step, we are bringing a new and improved dashboard module. To empower service desk teams, we have incorporated few subtle yet impactful changes as well. We have introduced an accessible and inclusive dashboard with minor changes in the user interface:  Accessible and inclusive user interface with full-page voice over command, fresh color palette, and hoverable content Now users can configure a two-tier alert on scorecard viz. warning & critical to manage the severity of a metric and receive a visual alert when the threshold is breached  Recent activities organized under newer older categories  More details hereMark Agent Groups as Restricted GroupsCategory: Enterprise Service ManagementLimit agents and admins with global scope from accessing sensitive tickets by using restricted groups. With this feature, only members and observers of restricted groups can see tickets assigned to the groups. Mark the groups handling sensitive data as restricted, and track all changes made to the group membership, administration, and restriction changes. More details here.Note: This feature will be available for new Enterprise customers on August 18, 2021. For existing Forest, Pro, and Enterprise customers it will be available on August 31, 2021. Enhancements:Multilingual Knowledge Base ManagementCategory: IT Service ManagementDeclutter and manage your knowledge base in multiple languages effectively and efficiently with our new feature. 1. Agents can add language filters while viewing/managing a knowledge base 2. Link between same articles that are in different languages 3. Make changes in the primary article and mark the articles in other languages as outdated 4. Update the other articles and mark them as up to date CSAT EnhancementsCategory: IT Service ManagementIntroducing a more powerful and intuitive way of measuring your customer satisfaction. With our enhanced CSAT module you can create multiple custom surveys for your customers, configure score-based questions, and:1. Create multiple survey forms and add multiple choice-based, rating based or text-based questions 2. Assign scores to your choices/ratings and analyze customer sentiments based on the response scores 3. Configure conditions on when to trigger which survey based on ticket fields 4. Set condition-action(s) based rules on the survey questionnaire to define show/hide/jump configurations on questions 5. Analyze customer responses at question level using the new module, called “Survey Question”Note: We will be rolling out CSAT enhancements in a phased manner as per the timelines below:Aug 19th: For customers on Sprout, Blossom, and Starter plans Aug 20th: For customers on Garden and Growth plans Aug 31st: For customers on Estate, Pro, Forest, and Enterprise plansBusiness Rules for Change Forms with Planning Fields ConditionCategory: IT Service ManagementAdmins can now easily add dynamic forms by configuring conditions based on Change planning fields. No code is needed. Automated Removal of Quoted Text from Ticket RepliesCategory: IT Service ManagementNote: The enhancement is live across all plansMore often agents end up manually deleting the chain of previous replies while responding to a ticket trail. Now not only agents can simply remove quoted text manually with one click but this can be removed automatically unanimously for all agent replies in your account through admin settings. Enable and disable quoted text automatically while setting agent reply template:Admin >> Email Notification >> Agent reply templateWeb Request Node for Ticket / ITIL / Asset AutomatorsCategory: Workflows/AutomationWith your service desk being the center of operations amidst multiple tools used in your organization, integrating your service desk seamlessly with your ecosystem would be vital.Web request node allows you to fire off an API request from the workflow automator to all your tools that use REST APIs.Perform API requests, parse the response body with the JSON parser, and reference the response outputs in subsequent nodes with the help of web request nodes.More details hereBusiness Rules Enhancements Category: Workflows/Automation1. Set and Remove optionsLengthy forms with irrelevant fields never contribute to a good self-service experience. Set and Remove option helps to restrict the dropdown choices conditionally in the Service item forms. Display the dropdown values based on Location/Department/Group. Remove a specific value from the custom categories for the requesters but still have them reported on the historical tickets. 2.  Portal Name ConditionCustomize your ticket forms and regulate access for ticket fields based on the Support PortalsFor example: Display specific fields for non-logged-in users to raise tickets based on the Support Portals. This can come in handy during a walk-in Kiosk setup. Date and Time Field support for Custom ObjectCategory: Workflows/AutomationStore, customize, and reference your date and time data within workflows using date and time fields in custom objects. Visualize Asset Relationships better with our improved Relationship MapCategory: IT Asset ManagementIT teams and asset managers have to deal with relationship data day-in and day-out. Since visualizing and understanding this relationship data is critical for efficient service management we have rolled out enhancements to improve user experience for asset relationship maps.  This includes the ability to: Visualize directionality better with upstream and downstream relationships  Choose the number of relationship levels displayed View associations and create new relationships from the map Zoom in on sections of the map More details here Out-of-the-box integration with FreshpingCategory: IT Operations ManagementIntegrate easily with Freshping, an award-winning website monitoring tool, with a preconfigured setup that we are shipping this month. With this out-of-the-box integration, start ingesting notifications from Freshping into Freshservice in minutes, and simplify website monitoring. Navigate to IT Operations Management -> Alert Profile -> Add Integration -> Look for Freshping and get started. Now mark your users as VIP UsersCategory: Enterprise Service ManagementPrioritize users in Freshservice by marking them as VIP. While creating an agent or a requester, you can check the box against “Mark as VIP” to label them as VIP. Use this default field to create business rules and automate workflows like Hiding or showing form fields Bypassing approval processes Assigning incidents and tickets raised by VIPs as high priority Note: This feature is available for customers across all plans Enable CSP Toggle for New Sign UpCategory: SecurityFreshservice now supports Content Security Policy(CSP). By default, the CSP would be enabled for all accounts that signup in September. For the current customers, the toggle would be off and they can turn it on if they want.Note: This enhancement will be available on 31st Oct' 21 instead of 31st Aug’21. Deprecating password-based authentication for API V1 and V2:For enhanced security, we are deprecating username/password-based authentication for API V1 and V2 from 31st August 2021 for newly created accounts. Any account created after August 31 2021 will not support username/password-based authentication for APIs. These accounts will have to use only API keys for API authentication. Note: Password-based authentication will continue to be available for accounts created before 31st August 2021 at the moment, but will eventually be deprecated. We recommend that you migrate to API-key-based authentication at the earliest.

Related products:Freshservice

Freshservice Release Notes - 15th July 2021

Note: All the features/enhancements below are live in Blossom, Starter, Garden, and Growth plans. These features/enhancements will be available in Estate, Pro, Forest, and Enterprise plans starting July 29th.Enhancements:Business Rules for Service Request Items:Create and maintain no-code dynamic forms for service items using business rules. Craft your specific conditions based on service item, logged-in user, and requester/requested for fields. We’ve also improved our condition builder to support relative and dynamic date-based conditions for service requests business rules. More details here​​Agent Lookup Fields in Add Note, Assign Agent, Add Watcher Actions in the Workflow:Add Notes, watcher, and assign agents dynamically in workflow actions by referring to the service item agent lookup fields. ​​Add Tags using Placeholders:Effectively use placeholders to add tags and categorize your tickets based on ticket properties. Maintain your tags and refer to them from custom objects by using the reader nodes. This can be useful when users need to filter out tickets based on specific service items.​Requester, Agent, Request For IDs, Event performing Agent as Placeholders:Add more context to your email notifications with event-performing agent/requester placeholders. This can be handy when an admin needs to get notified if specific ticket properties like due date, agent groups are modified. ​​Approval Status for Changes in List View:Save your time and effort by easily accessing the approval status of any (or all) change tickets. We are adding a new column in the changes list view to show the approval status of the tickets.Business Rules for Maintenance Window Field:Admins can configure business rules to mandate/enable/disable/hide/show maintenance window field on change formsMicrosoft OAuth for Custom Mailbox:For improved email delivery, in-product notifications for mail connection issues, and enhanced security we’ve updated our custom mailbox with Microsoft OAuth functionality.
More details hereRename ServiceBot in Microsoft TeamsYou can now rename your ServiceBot in Microsoft Teams to match with the name of your service desk. Having a unique and friendly name that your employees can relate to can help in providing a great experience to your employees when they use the ServiceBot for their service requests. More details hereNote: SeviceBot is available for customers in Enterprise Plans only.Contextual Collaboration for Projects via Slack:With two-way sync between new-gen project management and Slack, users can now seamlessly collaborate on project tasks from either Slack or Freshservice. Users will be able to create new conversations on project tasks which will be synced into a specific slack channel as threads. Users can also continue these conversations right within Slack which will be synced back into Freshservice.Note: This feature will be available on July 29th, 2021Project Management Settings inside Admin Settings view:Configure high-level project automation settings from the admin. Project Integrations: Now you can integrate software development projects with your favorite source control tools such as GitHub & GitLab. Details of code check-ins and pull requests made inside Github or Gitlab repositories by mentioning the specific Freshservice Project Task ID will appear inside the development section of the corresponding project tasks. Additionally, enabling "Autopilot" mode inside Project settings, users can also automatically move task statuses based on these activities done in connected GitHub or GitLab repositories. Import from Jira: Import projects and project tasks into the new-gen project management by providing the Jira account URL, admin email details, and admin API key. Contextual Collaboration: Enable two-way sync between Freshservice projects and Slack to have a contextual and rich discussion about your ongoing tasks and projects. Note: This feature will be available on July 29th, 2021Contract Reports:Build dashboards in Analytics to get a bird’s eye view of all your contracts to manage:Contract values Contract expiry timelines Contract approvals Associated software, products, and vendorsNote: This feature will be available on August 1st, 2021More info hereMarketplace App 2.0:Along with the refreshing new look, we’ve also tweaked few functionalities with Marketplace 2.0Now apps can be browsed by categories and users can use the global search to find any app within Freshservice  Users can now click “Go to developer portal” to create any new custom application Click the settings icon from the app’s main page for Settings, Logs, Uninstall or UpdateAsset Discovery tools - Security UpdatesWhat is changing?To enhance security for your discovery probe and agents, we’ve rolled out the following changes: Registration key handling during Agent and Probe installation.  Sign-in certificate updateThe ImpactDiscovery Probe v4.6.0 and other older versions will be deprecated on August 15, 2021. The sign-in certificate for existing probes/ agents will be auto-updated for most of the accounts except - If a system has anti-virus software or firewall installed, the auto-update will be blocked when it is detected as malware. Action needed by August 15th, 2021Please ensure that all your Probe installations are updated to the latest versions of Discovery Probe and Discovery Agent.Current versions:Probe: 4.7.0 Windows Agent 2.9.0 Mac Agent: 4.1.0 Linux Agent: 3.1.0 Ensure that the auto-update of sign-in certificates is not detected as a threat by your anti-virus software and firewalls. For any new installation of the Agent or the probe, please download a new install file from Admin -> Discovery -> Agent/Probe. This new file can then be reused without any issues.[COMING Next Month] Dashboard Module Updates:We will soon migrate the dashboard module in Freshservice to a new framework with minor tweaks to our UI components. Bug fix:Change in PDF content-dispositionIf you’re using Google Chrome, we’ve made some changes to protect your system from malicious attachments that can attack through the browser. Going forward, any PDF attachments cannot be previewed through the browser but will be downloaded in the system to enhance your security.

Related products:Freshservice

Freshservice Release Notes - 15th June 2021

Enhancements:Note: All the enhancements below are live in Blossom, Starter, Garden and Growth plans. It will be available in Estate, Pro, Forest and Enterprise plans from June 29th.Customize SLA Policy using ticket custom fields as conditions: Add more customizations while setting up conditions to trigger SLA policy using custom fields. You can now set multiple conditions based on the ticket fields while defining a SLA policy.Customize Business Hours for different Tickets:Configure conditions that lets you customize which Business hours are applied to what Tickets. These conditions are defined on the basis of custom Ticket Fields and you can set one or multiple conditions for any Business Hours.New-gen project management enhancements:Task dependency in Gantt in Projects:Create dependencies among the project tasks using the Gantt view. More details hereForm & Fields in Projects:        a) Ability to set mandatory attributes:  Set up mandatory field conditions to both default and custom fields.     b) Ability to disable quick create: Control whether your project users can create quick tasks bypassing mandatory field conditions.Orchestration Server Auto Update Enhancement:The Orchestration Server now supports auto update. Enhancements and any other patches developed will automatically cascade down to the Orchestration Server installed on your on premise networks. If you already use the Orchestration Server follow the instructions below to make the most of this new enhancement:1.Download the new installer file from Admin->Orchestration Center->Orchestration Server-> Download Windows Installer2.Uninstall your current Orchestration Server by following the instructions here3.Reinstall the new version of the Orchestration server by running the installer file and following the instructions here (Note that the Secret key should be copied from the existing Orchestration Server).Microsoft Active Directory Orchestration app Enhancement:Introducing SSL support for connection between the Orchestration server and Active Directory server in Microsoft Active Directory app. The app will now also allow you to toggle the SSL certificate verification process. Note: Prerequisite to get this update is to install the new Orchestration Server package.Powershell support in Workflow Automator:Trigger Powershell Commands on a remote windows machine from Freshservice Workflow Automator to build even more powerful workflows. More details can be found here.Note: Microsoft Powershell app is in the final stages of review; Will be shipped for all plans before June 29th.New additions to Orchestration App Marketplace:Jenkins - Perform actions like Build Management and Job management using the Jenkins app for Orchestration. You can now trigger a Jenkins job as part of the Release Management process. Installation guide and use-case documentation hereWorkplace - Perform actions like Group Management, Notification Management and User Management on Workplace using the Workplace app for Orchestration. You can now post details of a high or urgent priority incident in a dedicated workplace group. Also, you can now add users to designated workplace groups as part of the user onboarding.  Installation guide and use-case documentation hereJira - Perform User Management, Group Management and Issue Management actions on Jira using the JIRA app for Orchestration. You can perform actions like automatically create an issue in Jira when a Freshservice ticket is raised. Installation guide and use-case documentation hereJumpcloud - Perform User, Group and Role Management actions on Jumpcloud using the Jumpcloud app for Orchestration. Automate onboarding, offboarding and user provisioning requests by invoking actions from Workflow Automator.  Installation guide and Use-case documentation hereAWS Lambda - Perform operations on AWS Lambda functions using the AWS Lambda app for Orchestration. Invoke Lambda functions both synchronously and asynchronously using Workflow Automator to power more complex automations. Installation guide and Use-case documentation here.Gitlab - Perform User, Group and Project Management actions on Gitlab using the Gitlab app for Orchestration. Automate the fulfilment of Gitlab Project Requests and much more right from within the Workflow Automator. Installation guide and Use-case documentation hereAzure DevOps - Perform actions on Azure DevOps work items using the Azure DevOps app for Orchestration.For example, you can create an Azure DevOps Work Item when a Freshservice Ticket is raised. Installation guide and Use-case documentation hereSmartsheet - Perform actions on Users, Sheets, Groups and Rows. Manage Discussions and Comments on rows/sheets using the Smartsheet app for Orchestration. Installation guide and Use-case documentation here.Associated Asset Added as an Event:Trigger ticket, problem, change and release workflows whenever a new asset is added to the record. You can now configure workflows to assign tickets to asset manager when an asset is added to a ticket.Change Approvals for Multiple Users in Workflow Automator:Trigger Change approval emails to multiple users with the help of a single action block in Workflow Automator. Users can also choose whether the approval condition has to be Everyone, Anyone or Majority. Approvers and CABs can also be sourced from a custom object.Business Rules- Support for hide/show approval request:Control whether to show or hide the request for approval button in service requests based on ticket and logged in user’s attributes with the help of business rules.

Related products:Freshservice

Freshservice Release Notes - 13th May 2021

Enhancements:Note: All the enhancements below are live in Blossom, Starter, Garden and Growth plans. Set Business Rules for Change Forms: Unlock additional customization options in your change process by bringing dynamic capabilities to change forms using business rules. You can now show/hide, enable/disable, mandate/non-mandate field(s) in the change forms to fit your business needs.Bulk Add Choices to dropdown: Add multiple choices to a dropdown at once without the need to add them one by one. The choices can be added by copying the required choices to the text area from a notepad or CSV file.Note: The enhancement is supported for all modules except Asset Type and Fields.Sending Survey Email for Nth Ticket Configuration:  Get better feedback as you can now regulate the survey options for emails sent after a ticket is "Closed" or “Resolved”.Track Alert status changes with Activities:  Alert Logs now feature a third tab – Activities. Use it for auditing the progression of an alert over its lifecycle. Each status change is now tagged with a timestamp and a view into what or who initiated the change. Requested item add as an event: This feature enables to fire off a workflow when any requested item is added to an existing ticket.JSON Parser Node for automators: Parse any JSON payload within the context of the workflow and use the outputs within subsequent conditions and actions with the help of the new Parser node for workflows. You can use these right away to work with JSON outputs from app actions that get custom attributes from G Suite, Okta and Jira.Looking ahead, you will also be able to use this to work with outputs from the upcoming Powershell Orchestration App and also use it to parse API responses from the upcoming Web Request Node.Multiline support for Business Objects (Paragraph Fields) in Custom Objects: Introducing Paragraph fields for Custom objects to store large bodies of text such as URLs, AD Organizational unit mappings, Guidelines/Instructions, which can then be referenced in automations.Note: Paragraph fields cannot be used as filters in the Reader node.Security Updates:Discovery Tools - Registration key enhancements:We have introduced changes to how the Registration Keys are handled when installing the Discover Agents and Probes. All existing Discovery Agent and Probe installations will continue to work.Action needed on June 01 2021: The Discovery Agent and Probe install files downloaded before 01 June 2021 0600 Hrs UTC will not work from 01 June 2021 onwards. For any new installation of the Agent or the Probe, please downloaded a new install file from Admin -> Discovery -> Agent/Probe. This new file can then be reused without any issues.Deprecating support for Discovery Probe v4.3.0 and other older versions. Support for Discovery Probe version 4.3.0 and lower will be discontinued from 01 July 2021. The current version of Discovery Probe is 4.6.0. Please ensure that all your Probe installations are updated to the latest Discovery Probe version.

Related products:Freshservice

Release Notes - 7 Aug 2020

Enhancements:Business Rules for forms: Perform conditional actions on certain fields within a form with no-code. This lets your users perform actions on certain fields, control ticket lifecycle and implement field-level access on forms. More info here.Employee Onboarding: The new version of employee onboarding offers more flexibility in configuring the onboarding flow. Predefine role-specific onboarding kits and, quickly manage and route your onboarding tasks to the right teams to get your hires up and running right from day one. More info here.Airwatch Integration: Through the Freshservice-Airwatch integration, expand the scope of the assets that can be tracked and managed in our CMDB—making Freshservice a one-stop solution. More info here.“Return to work” with Freshservice: With Return-to-work solution, eliminate person-to-person contact while you are able to test for workforce readiness, check the health of employees prior to entry, and order the necessary personal protective equipment (PPE) required. More info here.Full Page for Apps: Now take advantage of the additional real estate to build powerful solutions, such as reports, dashboards or even build custom solutions to cater to their service desk requirements. More info here.Assets: Users can now perform service request fulfillment for software assets as well.Assets: We’ve also changed the asset relationship types in Freshservice into Upstream relations and Downstream relations Workflows: Users can now capture updates on custom text, paragraph and number fields in the event node and trigger notifications or actions when the custom field is updated. Software: Users can now add installs for any software including SaaS from the software details page.The Software status “Blacklisted” is now renamed to “Restricted”. Introducing two new software statuses:Disabled: This will include any inactive software that has been removed from the organization.Needs Review: This will include any software that needs to be reviewed by the IT head before moving it to the Managed status.Freshrelease Integration: Agents can now view their freshrelease tasks from the “Tasks” section in Freshservice.Problems: You can now export the fields in the “Analysis” section for problems.Roles: Users can now clone roles within Freshservice.Emails: We’ve now renamed “Domain Whitelisting” to “Email Domain Restriction” and renamed “Users from whitelisted domains” to “Email domain restriction”.Tickets: Users can now view their “Ticket activities” for all the supported languages within their service desk.Mobile (iOS & Android): We’ve revamped how notifications are displayed in freshservice for both iOS and Android devices.Email notifications: All the system email notifications available today (except for Contract management notifications) will be made configurable - Admins can turn them on/off as needed.Agent: Enabling recaptcha to add a extra layer of security in agent “Profle settings” page Bug Fixes:Fixed an issue where the Asset tag wasn’t updated in Freshservice after the first sync with Jamf. Fixed an issue where the Validity of a contract was not displayed on the Contract View page. Fixed an issue where there was sync failure in Sandbox for deleted usersFixed an issue on emojis displayed in the CSAT emailsFixed an issue where the “related articles” button redirected to the login pageFixed an issue where users were removed from requester groups when their job title was updatedFixed an issue where users were unable to add items in the “Requested Item” tab

Related products:Freshservice

Release Notes - 2 June 2020

Enhancements:Service Bot for Slack: With the ServiceBot on Slack, agents can receive notifications when tickets are assigned to their group, make updates to ticket properties and even collaborate with their teammates on tickets, right from Slack. More info here.Software Contracts: Introducing the ability to add line items in Software ContractsSoftware contracts, particularly SaaS contracts, can have additional conditions and attributes related to Implementation/support cost on top of the licensing costs.Even in licensing, there can be many items such as user limits and usage limits. To support capturing more details in software contracts, we have introduced the option to add multiple line items in a contract. More info on this here. Contract management: The contract list can now be sorted.Request for Change:  Business users can now request a change request from within the portal, reply to the request, track and be notified each time an action is performed on the change. More info here. Knowledge base 2.0: You can now set up an approval process within your knowledge base. This feature will allow you to assign selected agents as approvers to specific folders and solution articles written by other agents will only get published upon their approval.  More info here.You can now include the author to external articles within the solutions tab.Agents can now copy the URL of a published solution article using the button present on the top right corner of the article details page. Forget Requester API V2: Users can now use the Forget Requester API V2 to permanently delete a requester and the tickets that they requested. More info here. Tasks API V2: Users can now perform various operations with Tasks API V2 for tickets. More info here.Users can now perform various operations with Tasks API V2 for changes. More info here.Users can now perform various operations with Tasks API V2 for releases. More info here. Freshrelease Integration: Agents can now create or associate Freshrelease Projects right within Freshservice for tickets, problems and changes. Workflow Automator: A text field can now include the “has any of the words/ has none of these words” condition in the workflow automator.Users can now add the “Does not include” condition for Requested items and Service category items.Users can now run automations on all Tickets,Problems,Changes and Releases that are created or updated via webhook. You can now include the “From email” address for a send approval action in the automator.Members & Observers: We’ve now added the “Send Group Notifications  to Observers” toggle. This will allow users to enable/ disable all notifications for tickets/ tasks assigned to the group.Tickets: Agents can now configure “Last Modified Date” of a Ticket in the Table view.You can now manually enter the date and time fields for all ticket forms.Service Catalog: Users can now look-up “Departments” and “All Users”, i.e., a consolidated list of both Agents and Requesters in a  Service Item form.Asset View Page: The asset description field now has a rich text editor and supports adding formatting to the description and can include clickable links.CAB meeting: Users can now filter changes based on the “Include/ Does not include” conditions.  Bugs:Tickets: Fixed an issue where users were unable to add attachments while raising tickets without logging in. Fixed an issue where users were unable to add tags to their tickets.Fixed an issue where users were unable to add a table to the description while editing the ticket form.Marketplace: Fixed an issue where users were unable to access marketplace apps when the language was set to Japanese.Sandbox: Fixed an issue where users were unable to create a Sandbox accountAssets: Fixed an issue where users were unable to view detailed asset  information in a new tab. Helpdesk Security: Fixed an issue where users were unable to submit SSL requests Email: Fixed an issue where CC'd users receive no email notification whenever a public note was added to the ticket.  Fixed an issue where the email signature didn’t retain the optimal size. Integrations: Fixed an issue where users were unable to select an assignee in the Jira integration. Workflow automator: Fixed an issue in ticket automator when “Send email to” field threw an error. Fixed an issue where the workflow automations didn’t trigger once a service request was approved/ rejected. Translation: Fixed an issue when some of department/ company fields weren’t translated when the default language was set to French. Vendor fields: Fixed an issue in the vendor fields where address 2 field was always duplicated whenever the vendor entry was updated from the UI. Knowledge Base 2.0: Fixed an issue where published articles where moved to draft when the feedback was submitted by the  customer  Ticket Export: Fixed an issue where the special characters added to the ticket description weren’t exported. 

Related products:Freshservice

Release Notes - 03 April 2020

Enhancements:  Agents: You can now deactivate agents in Freshservice , navigate to Admin -> Agent -> Agent Name -> Deactivate Agent. Know more Requester Groups: You can now search for requesters from different departments or locations and add them to the requester group. Know more  Requester Groups APIV2:  Users can now create and update requester groups created manually via the following APIs.  Users can now also view, list and delete requester groups created manually and by conditions via the following APIs . Know more  Contracts:  Introduce option to 'Auto-Renew' contracts. IT Teams have many subscription agreements with vendors such as SaaS vendors which do not expire and instead renews periodically (monthly, yearly...etc). To keep track of such agreements, we are introducing the option to set contracts as Auto-Renewing.  Upon reaching the end date of the contract, the contract is automatically renewed for the same period of the original contract and this continues until the contract is manually terminated.  Contract managers can set contract renewal reminders to make sure they are on top of all the renewals.  Discover Probe v4.3.0 SNMP Scanning: Introduced support for scanning network devices with SNMP V3 credentials Software: You can now edit the properties tab for the software Sandbox: Users can now test out their asset workflows in sandbox. Workflow Automator: Users can now add the service catalog item as an event node in workflow automator Form fields: Now, admins configure the “Date” field in ticket forms to request for time information  Account: The “Account" page now shows the date center details for your account in the sidebar. Navigate to Admin -> Accounts Knowledge Base: The knowledge base now has a separate section called “Insights” that gives them insights about the least helpful article Table View: Now agents can freeze columns in the table view for tickets, problems, changes and releases so that they don’t lose context while scrolling Knowledge Base: Now users can add keywords to their solution articles for easy search. Asset Workflows: Users can now use the “Send Email” action to notify the agent/ requester Workflow Automator: Users can now use the “Send Email to Requester” action to notify the requester Contracts: The new and edit contract forms pages have been updated for better usability Bugs:Discover Probe v4.3.0: In the Probe UI, in all pages with a list of devices/IP Ranges...etc, the last item was hidden in the UI. This has been fixed. Knowledge base: Fixed an issue where the number of times the article was inserted in tickets count didn’t increase.Service catalog: Fixed an issue where requesters were thrown an error while searching for a service item. Sandbox: Fixed an issue where the sync failed in sandbox incase an approval was sent Portal: Fixed an issue where the Freshworks  switcher failed to redirect when the portal was configured using Cname. Agent Dashboard: Fixed an issue where there was a mismatch in the data displayed on the dashboard  Knowledge base: Fixed an issue where users were unable to edit articles due to the missing edit icon Projects: Fixed an issue were tasks alerts weren’t being triggered.  Change Planning: Fixed an issue where the description in the change planning sections weren’t getting displayed Agent: Fixed an issue where the agent was automatically removed from the CAB groups each time the agent group was updated  

Related products:Freshservice

Release Notes - 21 February 2020

Product Enhancements: CAB Huddle: The one stop  for change agents to prioritize changes and effortlessly execute CAB meetings. They can also present and approve changes right away. Know moreAsset Automations: Users can now increase efficiency and save time on repetitive tasks across the asset lifecycle. Know moreLocations: Users can now bulk import asset locations within Freshservice. Know moreSoftware API V2: Users can now perform the following list of API actions for a software            - Create, update, view, list and delete Software           - List all licenses linked to a software           - Add, view, list, update, remove users for a software           - Add, List and Remove Devices for a Software (Software Installations)             Know moreService catalog: Users can now perform bulk operations (such as Move category, Change Status, Change Visibility, Delete)  on service items. Workflow Automator: Users can now select the "Requested Item Field" option as an event node in workflows.           - Users can now select the "Attachments" option as a condition node in workflows.           - Users can also now select the “None” option for a condition node within workflow automator.Software Asset Management:          - Export Installations of a Software: Users can now export the list of devices where the software is installed. Navigate to Assets -> Software -> Software Name -> Installations         - Software List Page: The Software List page has been updated to show more details about the software including the user who is managing the software and the user count.       - Export Software: The software list can now be exported. The export will provide a CSV of all the software in the current view (Managed, Ignored, Blacklisted or All Software).            - Export Software installed in a Device: Users can now export a list of all the software installed in a device. Navigate to Assets -> Inventory -> Device Name -> Software         - Export Users using a Software: You can now to export a list of all the users using a software. Navigate to Assets -> Software -> Software Name -> Users  Bug Fixes: Service catalog: Fixed an issue where the service item didn’t populate when users searched for the item in global search. Tickets: Fixed an issue where users were unable to select the filter me while setting up a custom ticket view.Agent Dashboard: Fixed an issue where incorrect data was displayed while creating a custom dashboard widget which included the “Me” agent filter.Sandbox: Fixed an issue where the sandbox sync failed for all workflows.

Related products:Freshservice