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Replies posted by thushan.bakthesenan

19 Replies

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Apprentice
robert_14654Apprentice
posted in Assets

sorting on the assets screen

Hey Robert, I am marking this topic Resolved as we were able to help you with the enhancement with Sorting in CMDB over a Ticket.

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Community Debut
7 years ago
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Contributor
ngriegoContributor
posted in Portal/Knowledge Base

Support Team Publishing Unconfirmed Changes

Hi,I am really sorry for any inconvenience.Our support team does perform testing before implementing the code but we have limitations because Freshplugs(Custom Apps) or customization is specific to the configurations of each portal.Many a times customisations/Freshplugs might have a conflict with ones that already exist in the system but we try our best to recreate the environment.We will check the respective concerns mentioned in this thread and will do the needful.At this point, We have also roped in SI Partners who can further help with any extensive customisation from here on.

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Community Debut
6 years ago
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Apprentice
wsalloumApprentice
posted in Assets

Create a ticket with an asset by API

Hi Amutha,You can construct a script to include payload like below,{ "helpdesk_ticket": { "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2 }, "associate_ci":{"serial_no":"C1MN8BGUDTY3"} }The serial number is a mandatory field to associate a CI to a Ticket. Also, currently we only support default CI type Hardware to be associated with a Ticket. So, please verify if your code supports the same. If still you are encountering issues around this please raise a support ticket and we are happy to assist with it.

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Community Debut
6 years ago
G
Apprentice
g.williamsApprentice
posted in Ticket & Workflow Management

Setting Incident priority to Medium as default

Hi Williams,Sorry that we weren't able to provide a solution. Can you please try modifying the Workflow with the below condition?Event -> Ticket is RaisedCondition -> Ticket Type is Incident & Source is not Phone   (Match all of the below option should be selected) Action -> Set ticket status to Medium.The above condition will work for all the Tickets except for the ones created by Agent(Where he sets the priority).Hope you find this helpful.

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Community Debut
5 years ago
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Apprentice
rick.lyonsApprentice
posted in Portal/Knowledge Base

End User Guides

Hey Michael,I've attached a comprehensive user guide for the IT Admin and Enduser here. It is available in Solutions too. Hope it helps!

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Community Debut
5 years ago
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Contributor
ttubbsContributor
posted in Assets

Display Year on Warranty Expiry Date for Assets

Hi Travis,Thanks for notifying us on this.We will report this to our Engineering team and have this fixed in the upcoming release. 

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Community Debut
5 years ago
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aaron.ebertowskiApprentice
posted in Portal/Knowledge Base

Service Request Details through the API

Hi Aaron,Sorry for missing this thread.You can make use of API for the Service item and this should help you pull the service item details.Sample code,curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET https://domain.freshservice.com/catalog/items/[display_id].json

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kehsoon.yong
Community Debut
1 year ago
A
Apprentice
aaron.ebertowskiApprentice
posted in Portal/Knowledge Base

Service Request Details through the API

Hi Carsten,The below command should help you to get the Data you are looking for,curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET https://domain.freshservice.com/helpdesk/tickets/[display_id]/requested_items.json

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kehsoon.yong
Community Debut
1 year ago
S
Apprentice
shihab_18228Apprentice
posted in Portal/Knowledge Base

unsecured Portals

Hi Shihabudheen,I believe you are referring to the MSP configuration. In MSP we allow the creation of multiple user portals, however, for Agents, it would be only one helpdesk hence the users can log in to any of those portals. The reason behind this is that as an MSP you can support different companies and each portal will have its own URL and users wouldn't be aware of the portal URL for other companies.If you need to restrict this, I can suggest a workaround, where you can create a workflow to look for properties matching from Email domain and Company, for Ticket created Event and perform an action to delete the Ticket and send Email to the user to raise it from their respective Enduser Portal.Hope this helps!

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Community Debut
5 years ago
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Apprentice
shihab_18228Apprentice
posted in Portal/Knowledge Base

Support portal fields costomisation

Hi Shihabudheen,This is feasible by creating Fields from Admin>Form Fields and make it visible for the requester. I also see that you wanted to remove the Subject Field which is also available in Form Fields, where you can hide the Fields for Enduser. Hope this helps, do reach out to support for further assistance.

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Community Debut
5 years ago
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Apprentice
dbrownApprentice
posted in Portal/Knowledge Base

Random ADFS SAML Issues

Hi David,    Sorry for the inconvenience caused. We redirect to login/normal only if the credentials or the certificate wasn't validated, as this occurs in-consistently we can try re-configuring the SAML with a new cert which should probably resolve the issue.

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Community Debut
5 years ago
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Apprentice
alan.rodgersApprentice
posted in Assets

How many assets do I have left?

Hi Shane,    As Raj suggested above, you could use the Asset View to filter the assets created by Agent/Probe which doesn't account for all your managed assets.     We have also rolled out a beta version for SAM which facilitates you to manage your S/W however, it will not be counted as a managed asset.Hope this helps.

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Community Debut
5 years ago
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Apprentice
magnus.dellborgApprentice
posted in Portal/Knowledge Base

Forwarding emails from a private inbox to your support portal

Hi Magnus, Looks, one of support Reps helped you with the logic behind creating a ticket on behalf of the actual sender. For a wider audience, we look for the thread to expose the original sender's email in below format. If the forwarded email carries the below format and when an Agent forwards it we create the Ticket on behalf of the initial sender. ---------- Forwarded message --------- From: Akshay Anirudhan <support@freshservice.com> Date: Thu, Mar 21, 2019 at 5:12 PM OR From: Test [mailto:test@freshservicetrainee.freshservice.com] Sent: 30 January 2019 08:24 To: jon.david.fresh@gmail.com Subject: Ticket Received - Re: TestJohn B #CHN-3Hope this helps!!

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Community Debut
5 years ago
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Apprentice
dan.habberleyApprentice
posted in Portal/Knowledge Base

Blocking submissions from unknown users

Hi Alex,        We now support domain based restriction in Freshservice and you can configure it from Admin> Support Channel >Support Portal. This will make sure that users from other domains are restricted from creating Tickets and you can use this without any need of Custom apps or portal customization.        To the other point, you can restrict the portal to make sure only Logged in User's can submit a request. You can find the Settings in  Admin> Support Channel >Support Portal. As for requests logged over email,  we don't have any control over it. You can configure ruless for the requests raised through email to delete the ticket and trigger a user notification guiding user to the self service portal.Hope this helps you out.

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Community Debut
5 years ago
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Contributor
peter.vancikContributor
posted in Portal/Knowledge Base

Placeholder "approval.ul" and approval.portal_url does not return value

Hi Peter,The Placeholder for Approval url wouldn't work in Workflow as this link would be generated only for Approval Emails. This placeholder is auto-generated upon triggering Approval's and hence can't be enforced for Email notifications.

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Community Debut
5 years ago
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Apprentice
chris.neillApprentice
posted in Analytics

Posting Ticket Data to External Source Using Webhook

Hi Chris,  Nice thought on this. Yes, we can achieve this set-up in multiple ways.   Using app connectors like Zap you can look for  transition updates on the status and pass the time either to a time tracking app(harvest) or to sheets.   With the help of our custom apps functionality, you can build apps which would trigger on the event of status transition and would calculate the time based on the transitions. However, you might need to add a custom field to track each status transition.  If you are trying to achieve this to track a status transition, with the help of our Webhooks, you can auto-start/stop the time tracking based on the status transition(event). This would also require an additional custom field as we required the time tracking ID to achieve this call. This solution is applicable if you are not using time tracking, you can use the total time tracked as the transition of the tickets on a particular status.   With the help of Spreadsheets API, you can pass the updated ti

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Community Debut
5 years ago
C
Apprentice
chris.neillApprentice
posted in Analytics

Posting Ticket Data to External Source Using Webhook

One quick correction on the last option, I ran through API's for spreadsheet and looks Google API's for sheets should be of o-auth which isn't available through Webhook still, you can make use of custom app to achieve this use-case.  

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Community Debut
5 years ago
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Apprentice
luke.mackenzieApprentice
posted in Portal/Knowledge Base

Live chat on freshservice portal

Hi Luke,  I will have one of the support reps to reach you over a ticket.   This might need a support Rep's help to have the widget placed in the right area.

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Community Debut
4 years ago
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Apprentice
luke.mackenzieApprentice
posted in Portal/Knowledge Base

Live chat on freshservice portal

Hi Prithi,  We are happy to give a walkthrough on this. One of our support representative will contact you on this.

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Community Debut
4 years ago

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