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Replies posted by Ammar KB

59 Replies

T
Top Contributor
thusep8652Top Contributor
asked in Automations

API: Create Service Item

Hi @thusep8652,Greetings to you!You wouldn’t have to add the Subject because the Subject field for Service Items are already defined at the bottom of the Service Item. I’ve added the Attachment as well - hope this helps😀   

5
Daniel Söderlund
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Portal/Knowledge Base

[BUG] All new satisfaction survey by requesterrs are double in our pportal

Hello @maxlehot1234  If you navigate to Admin-->Customer Satisfaction and have the option selected as “All replies sent to Customer” or “Allow Agents to add Survey links to specific emails” - This way multiple CSATs can be sent in the same tickets. So the Customer responds every time to the Survey will be added in the ticket. Let me know if you have more queries : )

3
M
Skilled Expert
1 year ago
V
Apprentice
V.WestbergApprentice
asked in Portal/Knowledge Base

Customize end user portal

Hi @PGaurav , Yes, Can you try this code and paste it in the Admin-->helpdesk Rebranding-->Customize Portal-->Stylesheets: #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{  display:none !important;} This should help in removing the Onboarding Requests from both the areas. Hope this helps!

28
D
Community Debut
1 year ago
V
Apprentice
V.WestbergApprentice
asked in Portal/Knowledge Base

Customize end user portal

@PGaurav @Jayesh urath @V.Westberg @vschiaffino @Bex  Hope I’m tagging the right people here, You can reorder the cards using the following code in the Footer section :<script>  var urlOrderMap = {    '/support/tickets/new'       : 1,    '/support/catalog/items/14'  : 2,    '/support/catalog/items'     : 3,    '/support/solutions'         : 4,    'support/approvals/pending'  : 5  }  CARDS.map(function (card) {    card.order = urlOrderMap[card.url];  })  CARDS.sort(function (c1, c2) {    return c1.order - c2.order;  });</script> If you want to remove a particular card : <script>  var removeCardsUrl = ['/support/solutions', '/support/catalog/items'];  CARDS = CARDS.filter(function(card) {   return removeCardsUrl.indexOf(card.url) < 0;  });</script>Feel free to tag me in case of queries 😀 

28
D
Community Debut
1 year ago
adityatawade
Top Contributor
adityatawadeTop Contributor
asked in Ticket & Workflow Management

Can we developer a serverless timer clock when ticket raised ?

Hello @adityatawade Hope you are well,Thank you for elaborating your use-case, However we have an App named “Auto-timer”, You can set status on when it should start ticking on the ticket, This would store a timesheet report in the ticket.Whereas, The Workflow only executed by a manual trigger, The Time-based action can only be performed by the Supervisor rules in freshservice for now. Please feel free to raise a ticket to support@freshservice.com to validate the feasability of the request.Also, We are working on Time-based automations for Workflow but do not have an ETA on this! However you can update your ideas in https://community.freshworks.com/search?tags%5B0%5D=Freshservice%20ideas%20%28feature%20requests%29Hope this helps!

2
adityatawade
Top Contributor
1 year ago
N
Skilled Expert
NezekiSkilled Expert
asked in Assets

Asset Tags/ Unique identifier for assets / Onboarding to Freshservice asset management

@Nezeki  The Screenshots are taken from the Admin-->Asset Types & Fields -->Hardware.😃 Hope this helps!

8
F
Community Debut
1 year ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Ticket & Workflow Management

Web Request Node Invalid JSON

Hi @jon.mou,Thank you for attaching the Json format of the task you’re trying to create, Please check the following to ensure a Successful API call:*)Type of the Call - GET,POST,PUT,DELETE.*)Endpoint URL - https://companyname.freshservice.com/api/v2/tickets/ticket_id/tasks*)Authentication Type : Basic Authentication    —>Username : API Key    —>Password : Any single letter character eg. ‘X’*)Mandatory fields in the Body of the Payload.*)Use the Test App Action before triggering the Web request/Webhook through the Workflow.*)Can you add a Note in the Ticket and check if all the fields are being printed in the Note and check the format of it and trigger a call using Workflow or Postman?*)Create a test Task and do a GET call on it, Copy the Payload and replicate it in the Web request Node. eg.Attaching the basic sample Payload. {    "due_date": "2022-03-30T21:00:00Z",    "notify_before": 0,    "title": "Test Task - 1",    "description": "Hello there - 1"}Hope this helps!

8
K
Contributor
1 year ago
M
Skilled Expert
m.riederSkilled Expert
asked in Ticket & Workflow Management

Workflow action “Requested Item added is” is not triggered on new ticket

Hello @m.rieder , This would cover up both the use-cases, Although for the 2nd event, the condition would not even be required but is still being checked. However it will be satisfied. Since there are 2 events it is kind of confusing because both events would perform same action 😄

3
A
Community Debut
2 years ago
M
Skilled Expert
m.riederSkilled Expert
asked in Ticket & Workflow Management

Workflow action “Requested Item added is” is not triggered on new ticket

Hello @m.rieder,If you want to trigger the Workflow when the Service Request Item is “Mailbox”, You may use the following Event with condition as follows: Condition : This way in the Activity Log, It would show the Requester name that they’ve requested this Item and would trigger the Workflow :Thus you do not Manually have to add the Items to trigger this Workflow and would be triggered when the Service Request for “Email Access” is raised.However, I understand the concern that the “Requester added an item” remains common in both – the reason here is because the Requester is raising a Service Request/ Agent is adding the Requested Item in the Ticket. Hence the behavior in the activity.Hope this helps!😃

3
A
Community Debut
2 years ago

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