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Replies posted by PatrickMurphy

75 Replies

PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Assets

Inventory Software

@afautley just an FYI we had personal devices get added through an enrollment issue into Intune.  Those assets that were deleted, still show up in the software lists that need to be manually removed.  These are what started this conversation for me because they are no longer assets I want to know anything about so they were deleted and since they were personal devices they brought in loads of new software with an install of 1.So deleting the asset, actually doesn’t remove them from the software inventory lists.  Which is why I thought I was missing something as far as wanting to remove all software from one asset or in software be able to search and remove one asset.

18
C
Top Contributor
2 months ago
F
Apprentice
FreshADMApprentice
asked in Apps and Marketplace Integrations

Azure AD Orch - cloud vs on-prem group filtering

I’ve not found a way to do this. I have the scenario you mentioned plus we control SSO to SAAS applications as well.For common all employee groups, I’ve switched to using <Company Name> Employees, <Company Name> Contractors, <Company Name> Guests.  The Employees and Contractors are assigned groups then the Guest is a dynamic group for all guest accounts.  Then a MS Teams site or Yammer site or saas application like FreshService I setup with dynamic groups in AD.So, if you are new during the onboarding workflow I add you to either the Employees or Contractors group.  There are several other dynamic security or office groups that see that and automatically add you. Then on offboarding I remove you from the Employees group and put you in an Offboard group.  This automatically unassigns you from all those groups since you are no longer in the Employees group and fall outside of the dynamic rule set.The issue becomes there are some groups for a business run application, th

2
F
Apprentice
1 year ago
N
Contributor
NC39Contributor
asked in Automations

Adding Manager attribute using Azure Orch - Create User

On our onboarding form we use the All User data source to pick the managerThen in the workflow we use the place holder for that manager field, since it is using the All User data source the email for the selected user is avaliable. Then we have a workflow that creates the user then assigns the manager Hope that helps.

5
N
Contributor
1 year ago
Malcz86
Apprentice
Malcz86Apprentice
asked in Automations

Azure Orchestration - Updating Line Manager

We have an onboarding form that once approved creates the user in Azure AD, assigns groups, adds licensing, sets location and sets the manager.  It is possible to set the manager via this process. Is this what you are looking for?  

5
PatrickMurphy
Skilled Expert
1 year ago
HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in Automations

Send approval email to email address provided on form

I use both custom objects to pull business owner emails so the right person is asked for approvals orIn some cases I’ve hard coded an email address on that line.  My own, so if the manager or department head is out of office I can take the risk and approve the request to keep the process flowing.I’ve also done the above as @afautley has done.  All will work just depends on your business flow.

5
IgnasiAlvarez
Community Debut
8 months ago
B
Apprentice
Bojan.TomasApprentice
asked in Assets

Service Item approval remider

I’m unable to see your attachment to see what you are running into. I’ve created a similar workflow that staff enters the request goes to manager for approval then goes to finance for approval (check if in budget) then CEO for final approval then finally to HR to start the HR process.  Works fine. It is single threaded so if any of those in the workflow are unavailable like my manager is on vacation it will sit there until the manager returns and reviews.I dont use the default approval email, I create one in the actions that includes the details entered in the SR with the attachment so everything should be there to approve. Only issue I have is I’d like some information to not be recorded like salary so the IT staff doesn’t see the salary information communicated so I’ve removed those fields which means it has to be communicated separately outside the SR. Which pretty much means, why have a SR to begin with.Aside from that it works well.

1
PatrickMurphy
Skilled Expert
1 year ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Automations

bug report: multiple Approvals to same person do not display

I have many workflows that first approval is to the persons manager or department head.  If approved by either of those then it goes to the business owner to approve the service request.There are times when the manager is the department head and also the business line approver. I think this replicates your scenario. I’ve never had an issue in that case with it skipping the second approval even to the same manager. Actually they would like to have it skip so they only have to approve once and I’ve not figured out how to skip approval and move the workflow forward. 

2
PatrickMurphy
Skilled Expert
1 year ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Ticket & Workflow Management

How to dynamically add a large number of text fields?

If you are collecting the same information for each guest, why would you not just have the person entering the information one guest at a time?Looping through unlimited replication of fields, I see many things could go wrong in that scenario especially with required fields.  Guest 2 has a typo or invalid data you would be scrolling back and forth to fix those.Could you just allow them to attach a spreadsheet or use some outside solution to to dynamically generate individual SRs based on things in the spreadsheet. I realize though it also depends on what you are doing with that workflow after the SR is submitted.  Just seems over complicated workflow to continue to loop through the fields to then process them as well.

6
msconfig87
Skilled Expert
1 year ago
Prasad.N
Contributor
Prasad.NContributor
asked in Automations

Hierarchical Approval for Ticket Approvals or escalation

I’ve not seen this ability for service requests. Here is how I do my service request approvals. This workflow is for users to request software for known saas applications controlled by a security group.In a service request I submit to the requested users manager and department head as first approval. These are brought in through AD (managers) or configured in FreshService (Department heads). If denied send notice to user and close request. If no one approves, FreshService automatically sends reminders to those that are supposed to approve. No workflow configuration needed by you.  However the service request is stuck until those identified approvers take action.If approved then it goes to the next level for business approval, typically I have 2 users per business service to approve that.  If denied send notice to user and close request. Each saas application is listed in a custom table that includes two approvers for that application plus the Azure group name and group objectID.Once th

4
Daniel Söderlund
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Apps and Marketplace Integrations

Azure Cloud Discovery

Follow up on this.  When a new asset is discovered in the cloud it does not trigger any asset workflow actions.  For myself I created a location to indicate the cloud Azure Cloud Tenant -  Subscription name every asset is then assigned the location of the subscription. I did this because the URL within the asset is not exposed to be searched to see and filter assets per subscription by adding the location I can.Then every once in a while I review all assets, filter on Cloud and see which have a location of NONE because they have not been set yet.  This is the only indication that an asset is new.

5
kong-jhartmann
Skilled Expert
1 year ago
T
Apprentice
TomPedersenApprentice
asked in Automations

Combining expressions inside each other

I use the Azure create user function and for UPN I set it up as{{ticket.ri_93_cf_employee_first_name | first | downcase}}{{ticket.ri_93_cf_employee_last_name |downcase}}@mydomain.com I know it maybe different in that field versus expression builder.  However i tried to concat and others before I found the | first

2
afautley
Skilled Expert
1 year ago
C
Apprentice
CassandraApprentice
asked in Assets

How do you manage Leased & Owned Assets in AMDB

For leased assets (laptop and docking station) I set the acquisition date to the date we received the inventory.Not sure what you mean by not being able to change it.

2
C
Apprentice
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Automations

Cancel Approval - once ticket is cancelled

I've never had an issue with approvals lingering when a service request is canceled or deleted.If the request is canceled our approvers don't get alerted consistently to approve things. Is that what you are experiencing? 

2
PatrickMurphy
Skilled Expert
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Assets

Maintaining Service Item

If you want visibility for the requestor then I think you have to create an individual item. I don't think you can have a request item then a drop down to select a laptop as you can't pull the price then display to the end user.So we have used different methods for this. 1) put prices in the description of the service item. We list all options and cost and they see it below.2) in the drop down box of the selection we use executive laptop $2,000development laptop $4,000In either case it doesn't use the cost field but the end user sees and knows what they are requesting. Then on approvals we show all service request details to the approvers. Where they can approve and see costs.

1
PatrickMurphy
Skilled Expert
1 year ago
joselguerra
Apprentice
joselguerraApprentice
asked in Ticket & Workflow Management

Department Ticket Queue and Personal Queue

I don't think freshservice supports this. I handled this previously in Jira by adding participants or watchers. Everything was private but if you wanted others to see something you manually added others to tickets.  In freshservice service only the requestor , agents and a single department head can see the incidents.

1
PatrickMurphy
Skilled Expert
1 year ago
todd5903
Skilled Expert
todd5903Skilled Expert
asked in Automations

Ticket approvals for transferring employees

We use the manager listed in our AD. All approvals go to whomever is listed as their manager. When users change roles I would see it as a business process not technical issue meaning. When someone changes roles there is always a grey area when the person may have a foot in both roles to transition work. New manager might request services to prepare for the new role while approvals would still go to current manager or vice versa. For us role changes just operate differently.

1
PatrickMurphy
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Portal/Knowledge Base

FreshService Portal

 @efriedman that is what led me to post this I first checked their website, support site and status page and nothing was posted.  https://downdetector.com/status/freshservice/ did show a spike but Down Detector isn’t always reliable. Glad the freshservice status page is updated. We share that site with our end users and they were complaining because it was green but they couldn't get in. Looks like everything is back up and running now.

13
PatrickMurphy
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Portal/Knowledge Base

FreshService Portal

I have found that the mobile app is working for us just no the websites.

13
PatrickMurphy
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Portal/Knowledge Base

FreshService Portal

Thank you for confirming.

13
PatrickMurphy
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Apps and Marketplace Integrations

Azure Cloud Discovery

The auto discovery when it adds an asset does not seem to trigger the asset created event.I can try to test setting up when an asset is updated, however if the discovery is not triggering the create event, not sure it would trigger and update as there is no “update” however I will setup that test tomorrow and see if that will capture anything.

5
kong-jhartmann
Skilled Expert
1 year ago
Russell Ho-Aitken
Contributor
Russell Ho-AitkenContributor
asked in Assets

Best practice for asset discovery

We track manually.  Meaning other than onboarding and offboarding events where we ship a unit or wait for the return of a unit for break fix stuff.We usually start with an incident indicating something is broken, collect information, troubleshoot and if it is broken we move the current unit into a status of In Repair, find one that is In Stock and assign it to the user. When the PC depot gets the return in it is either retired if not repairable or moved to in stock once repaired.  All manual as our PC depot is a 3rd party, so we wait for updates from them and type them in. This works for a small business 150 users or less. Anything larger and I would want to try some automation.

6
PatrickMurphy
Skilled Expert
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Automations

Value Stream Mapping?

I find most people don’t fully understand value stream mapping in general and what it can do for them. Right now as an independent consultant I’m doing various projects.  onboarding staff had no defined process so I just mapped out what all stakeholders who are involved with onboarding do and what order and dependencies occur.  Once we had the current state we all looked at it and said WHAT ABOUT to add all the things that were missing or provided inconsistently. Next thing for us is the how do we make it simpler for all involved phase to make things easier.To me, everything I put into workflows is a value stream effort and mapping.  Business, tell me what you do then I replicate the workflow in freshservice.

2
manns
Skilled Expert
1 year ago
W
Contributor
WQOliviaContributor
asked in Automations

Task Conditional - When task closed

I dont know a way to pause a service request or ticket workflow to wait for a task.  However we have workflows that execute and then a separate task automation.  As mentioned I have a task automation when any task status is changed to complete, I think do a series of conditions that look at the service request item and if it matches look for specific conditions. Most of mine are to automatically close the service request when the “final” task is complete.If there is just one task on the service request then I just close it, if there are many tasks then do a second condition looking for what we consider to be the final task, and if that is what changed resolve or close the ticket.  

3
PatrickMurphy
Skilled Expert
1 year ago
B
Top Contributor
bruce.imberTop Contributor
asked in Portal/Knowledge Base

Onboarding requests

I would not expect my agents to see those service requests if they are not in the restricted group. Meaning if onboarding service requests land in a restricted group that my agent is not in, they would not see them.If the onboarding creates spawns other service requests, I think it would depend on which group those service requests are going into and if the agent is part of those groups.For example any service request that gets created the only agent I allow to see them is myself as the FS admin. Why?  Most of our SR require approvals and my agents were working the requests before managers or business owners had a chance to approve or deny the request.  So I made it so my agent can’t see them until after they are approved when I change the group assigned out of the restricted to the Help Desk group for them to take action.

1
PatrickMurphy
Skilled Expert
1 year ago
Russell Ho-Aitken
Contributor
Russell Ho-AitkenContributor
asked in Assets

Best practice for asset discovery

Currently I’m following what Ianp stated above. The one thing I learned about the intune integration however is to not pull in Assignment → Used By fieldWe found that this pulls in the last logged in user from Intune, not the primary or assigned user.  This became a problem when updates were pushed out and our IT admin was always replacing the Used By since he was the last one that signed into the computer.  We just dont sync that field and assign it manually.The only PC assets we track are docking station and laptop. We also add a relationship between the docking station and laptop to show what was given to a user.

6
PatrickMurphy
Skilled Expert
1 year ago

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