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Replies posted by Glavin Crasta

23 Replies

V
Apprentice
VurkApprentice
asked in Assets

Transition Asset States by using Service Requests

Hi @Vurk , we have a native capability in FS to handle this. You can refer https://support.freshservice.com/en/support/solutions/articles/50000000112-fulfilling-service-requests

4
Daniel Söderlund
Skilled Expert
1 year ago
M
Apprentice
marrudaApprentice
asked in Ticket & Workflow Management

Employee Onboarding - Send Email?

Could you check this  

8
ghye78
Community Debut
1 year ago
adityatawade
Top Contributor
adityatawadeTop Contributor
asked in Ticket & Workflow Management

API issue with Priority | Postman | Freshservice

Hi @adityatawade , can you make a POST request and check again. From the screenshot it looks like you are making a GET request that is ideally fetching all the tickets from the system.

7
adityatawade
Top Contributor
2 years ago
lavjoson
Top Contributor
lavjosonTop Contributor
asked in Analytics

First Response Due

Hi @lavjoson , one reason could be that the ticket was responded outside the business hours and hence the 1st response time would ideally be 0 when SLA ticks in next day.

1
Glavin Crasta
Top Contributor
2 years ago
C
Apprentice
cburke_pcsiApprentice
asked in Portal/Knowledge Base

Remove "Request for" within Service Requests

Another easy approach is to hide the checkbox itself by adding the below script in Admin → Helpdesk rebranding → Customize portal → CSSbody[page="catalog_item"] #side-modal #side-modal-content .place-request-container .request-someone-container .request-container { display: none;} 

6
christian.mentor
Skilled Expert
1 year ago
hillale
Apprentice
hillaleApprentice
asked in Ticket & Workflow Management

Change Types Available Dependent on Group

This could be a workaround by adding all the groups that should not have access to create changes or vice versa 

1
Glavin Crasta
Top Contributor
2 years ago
J
Top Contributor
JCCTop Contributor
asked in Assets

Software Licensing

Hi @JCC , you would need to run a bash script to push the softwares using an API. The APIs for software module along with adding users to software is available at https://api.freshservice.com/#software. Alternatively if you can get SaaS management, this would help you fetch in all applications that your users are logging in through Azure.

2
J
Top Contributor
2 years ago
D
Contributor
dp_devaprakashContributor
asked in Ticket & Workflow Management

Workflow Automator : Can we execute external Application POST API call using webservice node in FreshService

You could try this. Pass the token in the headers using key below.Using the CSRF TokenGo to your request that requires the CSRF Token. Navigate to the Headers tab. Enter a key of X-XSRF-TOKEN and a value of {{xsrf-token}} , the {{xsrf-token}} value will be populated from our Environment we created earlier.

3
Glavin Crasta
Top Contributor
2 years ago
D
Contributor
dp_devaprakashContributor
asked in Ticket & Workflow Management

Workflow Automator : Can we execute external Application POST API call using webservice node in FreshService

Hi @dp_devaprakash , you can definitely do this if you have the endpoint/api details of the 3rd party application. You can use the web request node/ trigger webhook action in workflow and push any details from Freshservice into other applications. 

3
Glavin Crasta
Top Contributor
2 years ago
M
Apprentice
mgaertnerApprentice
asked in Portal/Knowledge Base

Child Tickets vs Tasks

Hi @mgaertner,If a ticket is going to involve actions from multiple agents or teams or agents need to create additional checklists, the best approach is to make use of tasks and not child tickets. You would be able to view tasks by groups or agents as below.Creating child tickets from your end under the same requester might lead to confusion as requester would be able to see the child tickets in the portal. Child ticket functionality is primarily used when you have multiple tickets related to the same query and you would want to address it using the parent ticket. In this case, your agent can work on one single ticket instead of working on all of them separately. Child ticket is also used when the same requester might have raised tickets multiple times for same query and you would want to address it using the existing parent ticket itself.

1
Glavin Crasta
Top Contributor
2 years ago
S
Apprentice
SimonLApprentice
asked in Portal/Knowledge Base

Hiding Menu in Header

You can add this in the stylesheet to hide a menu item. ( the number refers to the order starting from 1)header nav#main-nav .main-nav-items a:nth-child(1){ display:none;} This is to hide from menu items that show up on left hand side of the portal. Hope this helps

2
C
Top Contributor
1 year ago
S
Apprentice
szabolcs.pinterApprentice
asked in Ticket & Workflow Management

Approval with Custom Objects and reporting manager?

Custom objects do not have an option to use placeholder fields as input and hence you would need to add condition in the workflow to branch out the service items that need approval from the reporting manager.

1
Glavin Crasta
Top Contributor
2 years ago
todd5903
Skilled Expert
todd5903Skilled Expert
asked in Portal/Knowledge Base

Keyword vs. Tag in Solutions

Hi @todd5903 , keyworks will help your users reach the articles better by showing the article if the user input has those keywords. For example if Article 1 has keyword VPN, then article would pop up in the portal when user searches for VPN or search has keyword VPN.Tags is for internal purpose and you can add tags to know how many articles you are maintaining related to a particular type. For example articles related to security could have tag security. You would eventually be able to check on how many solution articles and tickets are there in the system related to a particular tag.

3
SDavison
Community Debut
30 days ago
T
Contributor
TecDragonContributor
asked in Portal/Knowledge Base

How Do I? Change this wording?

Hi @TecDragon , please refer this link. You would need to comment off the existing script from porta home by going to portal customization. This would be only available from Growth plan onwards. 

2
T
Contributor
2 years ago
M
Apprentice
marrudaApprentice
asked in Ticket & Workflow Management

Employee Onboarding - Send Email?

Hi @marruda , one way you can send an email to a user is by choosing the supervisor in the onboarding request through a service item and not the main onboarding form. Make a service item mandatory and add a dropdown field called supervisor with requester source. This field can be used in the send email to option by choosing service items from the dropdown and choosing the field from that service item. 

8
ghye78
Community Debut
1 year ago
E
Apprentice
em_camApprentice
asked in Ticket & Workflow Management

Using fields from the onboarding module in workflow 'Send Email To'

Hi @em_cam , if you are looking to request more information from the employee during onboarding you can add employee as a stakeholder in the onboarding setup. When you add employee as a stakeholder, a field would be auto created in the onboarding initiation form called ‘employee’ and you can rename this to personal email and change data source as below.This will trigger an email to the employee’s personal email ID and you can define the details to be filled in by the employee as well. Hope this helps.

2
E
Apprentice
2 years ago
J
Apprentice
jermainejohnsonApprentice
asked in Analytics

Asset Fields Displaying on Reports

Hi @jermainejohnson , If you filter the report by asset type, you would be able to get the warranty expiry date.Please note that all the asset fields will only show up when you filter by asset type, if not only the generic fields common to all asset types would be shown. Hope this helps.

1
Glavin Crasta
Top Contributor
2 years ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Employee Onboarding

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

Hi @Denise.S.P , you aren’t missing anything. That’s correct it would still appear but just under a different category. I am not sure if there is anything else that could be done here yet

15
ekrasner
Community Debut
9 months ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Employee Onboarding

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

@Denise.S.P  Would it work if you create a separate category called employee kit and change the category of Azure catalog to that. Similarly any catalogs that you don't want to show up could be added under that category to avoid those catalogs being mixed with the rest. So the catalogs would be still visible but just in a different category which they don’t use.

15
ekrasner
Community Debut
9 months ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Employee Onboarding

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

Hi @Denise.S.P ,A workaround here would be to add all the items that show up in onboarding/offboarding under a separate category so that this does not mix up with the rest of the catalogs. Atleast the ones that would not be used as a standalone request could be added under a separate category. 

15
ekrasner
Community Debut
9 months ago
I
Apprentice
ijonesApprentice
asked in Portal/Knowledge Base

Portal Customisation - Cards

Hi @ijones , you can make use of this script and add it to the portal home script. Make sure you comment the existing script of each card. This script contains 6 cards and you can modify as you need.<a href="/support/solutions" class="card"> <img class="elem-inline-mid" role="presentation" alt="" src="https://assets2.freshservice.com/assets/portal_v2/solutions-b92af929b22b50b2f6d6330b65daea638744f33bf88b1a6716dfc155539dcba4.svg" onerror="fsImageHandler(this)"> <div class="elem-inline-mid"> <h3>Browse help articles </h3> <p>Look up self service guides or read FAQs to get answers faster</p> </div> </a> <a href="/support/tickets/new" class="card"> <img class="elem-inline-mid" role="presentation" alt="" src="https://assets8.freshservice.com/assets/portal_v2/incident-f6d886d4f64ae8cf4da868255f3d296d526dacb74acb45b7e76a017202b77535.svg" onerror="fsImageHandler(this)"> <div cla

3
I
Apprentice
2 years ago
J
Apprentice
jogbuokiApprentice
asked in Employee Onboarding

Ways to Involve More Stakeholders in the Employee Onboarding Process in Freshservice

Go to your admin settings and under productivity tools check for ‘Custom objects’. In case it is present you can create a custom object or use an existing service approval object to add mapping details.

3
Glavin Crasta
Top Contributor
2 years ago
J
Apprentice
jogbuokiApprentice
asked in Employee Onboarding

Ways to Involve More Stakeholders in the Employee Onboarding Process in Freshservice

A possible way around would be to store the stakeholder details in custom objects for each item. So for example if you have 2 items say Item 1 and Item 2 needing approval by Approver 1 and Approver 2, you can create a custom object that stores the item name and approver. Post this you would need to create a workflow on tickets module and use the reader node on more options to fetch user to whom you need to send approval to based on item chosen. This would trigger an approval to the individual SR items that are generated from the onboarding request.

3
Glavin Crasta
Top Contributor
2 years ago

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