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Replies posted by martin.j

25 Replies

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martin.jSkilled Expert

posted in Ticket & Workflow Management

Multi Agent Group Tickets

Thanks SanofarI'll check out Child tickets. Of interest, do child tickets need to be resolved before the parent ticket can be resolved? and also, if a Parent ticket gets resolved, does it then auto resolve all child tickets regardless of their status?CheersMarty

martin.jSkilled Expert

posted in Ticket & Workflow Management

Multi Agent Group Tickets

martin.jSkilled Expert

posted in Ticket & Workflow Management

Multi Agent Group Tickets

HI Sofar. One question I have is, why you can't add child tickets once there is an approved or pending approval?Ideally we do not want to create the child ticket UNTIL the request has been approved, otherwise there could be work performed on the child ticket by other departments, not realizing the request is still pending approval. Is there a way for Child ticket Agents (who would be on another group) to see if the Parent ticket is pending approval?Conceptually a request should be:1. Requested2. Approved3. Work then assigned and actionedCurrently it seems it would be1. Requested2. Work assigned and possibly actioned3. Approval sentmarty

mary.georgeContributor

Introducing Employee Onboarding

I am beginning to look at and implement the Employee Onboarding module within Freshservice, and have observed / have questions regarding the below.1. Requesting Person: Why is it assumed that HR are the doing the onboarding request? In our org, any manager at any level can request to hire someone. For them to be able to, is there is an option to make it available to ALL USERS, or do you have to filter via Requester Groups? We don't really use Requester groups in FS, so will need to come up with a way on how to categorise Managers dynamically, rather than having to manually always add any requesters into a Group, just so they can use the Onboarding module.2. Where does the hiring requester keep track of the approval/ticket status? Nothing seems to appear in 'Your Tickets' on support portal.3. Is there an ability to send a copy of the onboarding details to any external (to freshservie) email addresses? We have several departments (payroll, accounts, rostering) that need to action work wh

MikeyApprentice

asked in Assets

List Assets Assigned to a User.

Not sure if what you’re after, but there is an app (Quick View Requester Assets) in the market place that adds the requesters assets list on the right hand panel for quick view.

martin.jSkilled Expert

asked in Automations

Correct Process to migrate from Basic Auth to OATH2

Thanks. I’m attempting that, but when I click ‘Use another account’ it just refreshes the page back to my email address...

martin.jSkilled Expert

asked in Automations

Correct Process to migrate from Basic Auth to OATH2

Yeah I just spoke to 2nd line support. As we use SSO with Freshworks, I had to open an InPrivate Window > Then log into FreshWORKS using the SSO bypass URL > then I could go to each Email channel mailbox and log in using the relevant account. I have asked that Support update their guides to indicate how to perform the process when using SSO

MikeyApprentice

asked in Assets

List Assets Assigned to a User.

@TagMan that looks amazing. Would love to understand a bit more how each of those workflow blocks works. I haven’t done much/any work with APIs so don’t really fully understand how you’ve structured each of those.I notice in the Aciton block, there is an option for ‘Trigger Webhook’ also, but I can see you’ve used a Web Request…?

kwebbApprentice

posted in Portal/Knowledge Base

Configuration String for Helpdesk URL

@zdowning can confirm this is now working within Intune. Deployed as App Config policy > managed device > choose Android/iOS > target Freshservie app > configure the URL

MikeyApprentice

asked in Assets

List Assets Assigned to a User.

@TagMan awesome, thankyou!

martin.jSkilled Expert

asked in Automations

Correct Process to migrate from Basic Auth to OATH2

@jfwilson - no, definitely use Shared mailboxes! My issue was that we used Shared Mailboxes, but when trying to change to Oauth2, it would try and login using MY mailbox (which is what it sounds like is happening to you).The fix, was needing to open FService/works in an InPrivate window and ensure logging in (with the shared mailbox login details) using the NON SSO link.

MikeyApprentice

asked in Assets

List Assets Assigned to a User.

@TagMan I finally got around to doing this and it works great! The only thing i’m stuck on currently which wondering how you went about it, is formatting the response/not.Currently the output lists all the asset names, and then all the asset tags, so for example:[Headset, Laptop, Security Card] [HDS001, LAP0001, SEC0001]Were you ever able to format yours more like:Headset: HDS0001Laptop: LAP0001Security Card: SEC0001? Marty

MikeyApprentice

asked in Assets

List Assets Assigned to a User.

@Rutger Bockholts amazing! Thanks so much. That worked a treat

Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2022Release Notes

Is there a date for when the Freshservice APIs WILL support API Auth, rather than Basic auth?I was informed by support I had to use BAsic auth as of now, and can see that will be deprecated by May next year, but when will the support for API Key begin?

RsomersApprentice

asked in Ticket & Workflow Management

Problems vs Child Ticket

@zachary.king Is there an ‘easy’ way to notify all the the associated Incidents to a Problem ticket of when a workaround/solution is found?My assumption is from a Parent-Child Incident tickets, you can use the FS app that adds/copies notes from the parent to child tickets, so you only have to send 1 update.With a Problem, what is the best way to notify all those users/requesters that the ‘problem’ has been resolved?

RsomersApprentice

asked in Ticket & Workflow Management

Problems vs Child Ticket

many thanks @zachary.king

RsomersApprentice

asked in Ticket & Workflow Management

Problems vs Child Ticket

@zachary.king . One thing I have just found, is when the Automator adds the public note to an associated Incident, and sends that as an email to the Requester, if they reply, it will then create a new ticket with subject of “Re: Problem Closed - [#PRB-XX]...”. I would have though t FS would just append to the existing Incident ticket?

martin.jSkilled Expert

asked in Portal/Knowledge Base

How to better direct users to Freshservice Annoucements

Thanks @afautley . Yeah I don’t like ‘workarounds’ for something like this. Needs to be a native solution. Hopefully they’ll come up with something

martin.jSkilled Expert

asked in Portal/Knowledge Base

Announcements in Freshservice Mobile app

Thanks @Surbhi .I guess that’s my point in that they’re very hidden for an ‘Announcement’..They need to be front and centre to warn people before they log a ticket. Users aren’t going to go through that many steps each time just to check if any announcements.

ComputerGuy7Apprentice

asked in Portal/Knowledge Base

Knowledgebase, Solutions - need better draft management

I don’t have a solution, but I also agree the Solution Article module needs a lot of work….seems to be a forgotten module.Missing features such as:-Minor/Major versions-Templates-Linked sections-Verson History

martin.jSkilled Expert

asked in Ticket & Workflow Management

How to best manage delegated approval for CEO

can you add a condition into your workflow for when the requestor is the CEO and have it branch off so that those approvals will be different? I think that’s possibly the only way, but is a lot of manual adjustment to quite a few workflows

Vishal NemaCommunity Manager

Freshservice Release Notes - Feb 2024release notes

HR agents and supervisors will now have access to a role-based, real-time view of ongoing employee onboarding and offboarding requests. This enhanced visibility will provide valuable insights into process efficiency trends and facilitate the identification of any potential bottlenecks. Does the roadmap include adding this functionality to requesters? Many of the folks submitting these requests are reporting managers and they are upset they are flying blind with these requests. Also agree. Most people submitting an Onboarding/Offboarding are the managers, not the Agents performing the tasks. For them to have a dashboard, and for also multiple requesters to have access to an Onboarding/Offboarding form would be amazing.

martin.jSkilled Expert

asked in Ticket & Workflow Management

How to best manage delegated approval for CEO

UPdate from Freshservice support is that there is currently a bug. Delegated approvers should still be able to see /approve if the ticket is in a Restricted group.Should be fixed by end of April ‘24

moose-boostApprentice

asked in Employee Onboarding

Employee Onboarding Fields

Log inot your freshservice instance Open the admin pannel Click on the Employee Onboarding module Click on Step 1 - Adding Stakeholders Click on HR Click Continue in the botom right You should now be able to add the fields as you would in the service catalog editor. I recomend removing the orignal name field. I discovered that if you rename the field it only changes the display name of the field. Later when that iunformaiton is presented in tickets it will still show the original field name. In my example above that resulted in: Employee First Name: Employee Prefered Last Name: An odd mismatch. I deleted and recreate the field and it resolved the issue but it requiered a bunch of the later work to be redone. Please return and let me know if this resolved the issue. I believe if you DELETE a field, it deletes the object itself. So all previous logged forms will no longer have that field in there...

martin.jSkilled Expert

asked in Employee Onboarding

Ability to hide old fields on Employee Onboarding

Can you create a Business Rule and for the condition say when the source is employee onboarding? That’s another annoyance in that Employee Onboarding/Offboarding isn’t supported in Business Rules yet either...

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