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Replies posted by pranav.balasubramanian

8 Replies

A
Apprentice
arvind.dhasmanaApprentice
posted in Portal/Knowledge Base

Upload Videos in solutios folder

Hi Arvind,Hope you’re doing well and staying safe!You can very well attach videos, except this needs to be done in the “Attach Files” section found at the bottom of the Solution Article Draft Page as shown below: The “Add Video” button you are viewing only lets you embed a video link onto the solution article and not attach an ad-hoc video itself. Meaning: If the is link from an external website like say YouTube or Vimeo, you can put in the URL and it would show the article consisting of the video within the Solution Article itself as shown below:   If you would like to Embed your own offline video onto this, we could suggest that you can upload your video onto a Microsoft SharePoint site and you will have the option to retrieve an automatically generated “Embedded URL” after your video is uploaded in the SharePoint.Sample: You can then copy paste this URL to your solution article. The URL would be of the following format:<iframe width=“560” height=“315" src=“(VIDEOLINK)” frameborde

2
zachary.king
Skilled Expert
2 years ago
J
Apprentice
juan.gonzalezApprentice
posted in Portal/Knowledge Base

Trash folder under the Asset Hierarchy don't appear

Hi Juan,You would be able to see the assets in “Trash” by clicking on a native “View” which is situated top left of the module as shown below: These views are similar to creating Ticket/Problem/Change views. I assume you had been looking into an old/outdated solution article where earlier this “Trash” was a part of the asset hierarchy itself (which was at the filters in the right side) and was not tagged as a “view”.Regards,Pranav BTeam Freshservice.

2
J
Apprentice
3 years ago
W
Apprentice
whitney.stewartApprentice
posted in Ticket & Workflow Management

Using Workflow Automator when a Task is Assigned

Hi Whitney,We are in the process of building “Task Automations” as an upcoming native feature in Freshservice. Once this is implemented, you should have native events in such a way that if “Task is Created/Updated” and we can have actions such as “Send email to - Assigned Agent” or something similar to this.We will pass your feedback to our Product team and we’d keep the thread posted with updates. Have raised an internal request for the same : https://support.freshdesk.com/a/tickets/7298969Regards,Pranav BTeam Freshservice 

1
P
Community Debut
3 years ago
S
Apprentice
stefan.treboApprentice
posted in Analytics

Reporting/Analytics: List of Service Catalog requested items

Hi Stefan,I would like to start off by noting that the “Time Tracked” column is only available part of the native “Timesheet” widgets that can be grouped module wise across Tickets, Problems, Changes and Releases. As per your requirement you can get the mentioned fields such as Req. Item Name, Department, Created Time, etc. in the Ticket Widget but you would not be able to get the “Time Tracked” column alone here.Although, the inverse is possible here wherein you can configure a “TimeSheet” widget which has the “Time Tracked” column and then you can add the Ticket Fields too into the tabular data.However, please note the ‘Requested Item field’ is not available here but instead you can use the Subject Line which contains the information of the Requested Item. To perform the above, please follow the below steps:Inside a report, please navigate to the “Timesheet” widgets and drag any widget. Under filters select the first filter as “Ticket” which will show the sub-conditions of all ticket

1
P
Community Debut
3 years ago
M
Apprentice
michael.groterathApprentice
posted in Assets

IT assets handover protocol

Hi Sean,We currently do not have a native handover protocol process in Freshservice.As a workaround, I would suggest you could use custom asset statuses such as “Returned” and then you can use the same under Reports for your reference.Also just for your reference if this was not known, we have a native “Asset Fulfilment” feature for Service Catalog wherein say - you have Laptops as an inventory item, you can create a service item using the service catalog and fulfill the hardware related as shown below: After you are done, you can respond to the ticket to the user to confirm the same. After the requester replies, you can close the ticket and this request(s) raised against this asset can be tracked from the asset screen.Regards,Pranav BTeam Freshservice

1
P
Community Debut
3 years ago
H
Apprentice
heather.stockwellApprentice
posted in Analytics

How can I report on when Solutions articles need to be reviewed?

Hi Heather,We currently do not have a native way to report on the Solutions module and its properties although I can inform you that we have had this ask before and it’s been raised as a Feature Enhancement. However, I would like to suggest a workaround for your current requirement. You can fetch this detail by using our API - “View All Solution Articles” and following is the cURL command you need to proceed with:curl -u user@yourcompany.com:password -H "Content-Type: application/json" -X GET https://domain.freshservice.com/api/v2/solutions/articles?folder_id=IDTo get the folder ID, please go to solutions folder from the Solutions Tab, and check the URL: Regards,Pranav BTeam Freshservice.

3
C
Community Debut
1 year ago
C
Apprentice
ccalafApprentice
posted in Ticket & Workflow Management

Service Catalog Item with subtask

Hi Chris,Usually we would suggest to create a workflow automator rule to create tasks automatically upon raising the particular Service Item (or even better, you can make sure the tasks are created only after an approval is sent!) To do this, after you configured your Service Item, go to Admin → Workflow Automator and create a new rule with the following blocks:Event : Service Request is RaisedCondition : Ticket.Fields.Requested Items - Includes Any - <Item Name>Action : Add Task (Here you can stack multiple actions of the same “Add Task” option for the number of tasks you require)Please find below snapshot for reference. Optional Tip : Before the “Add Task” action, you can even add another action block with “Send Approval Mail to” such that the tasks are added only after the approvalAfter the request is raised, the configured workflow kicks in and creates the task(s) automatically as stated in the action block. You can find the same under the “Tasks” tab of the ticket as shown b

1
P
Community Debut
3 years ago
J
Apprentice
jhambachApprentice
posted in Portal/Knowledge Base

Customize Portal Icons

Hi Jon,The icons can be replaced if you have a publicly hosted image URL. You can use services such as Imgur, PinInterest, etc for the same.Once you have an image hosted, you can use the below sample code to change the icons.<img src ="https://i.imgur.com/123456789.png" height= XX width=XX>For example, if you’d like to change the “Your Tickets” icon, you need to find the right element under Admin → Helpdesk Rebranding → Customise Portal → Layout & Pages → Portal Pages → Portal Home. For the “Your Tickets” icon, the element is  <li id="support_tickets">  and you can use the above code under the given element.(Please note that Portal Customization Feature is only available in Estate & Forest Plans)Regards,Pranav.BTeam Freshservice

4
UmairSimmons
Community Debut
2 years ago

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