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Replies posted by ggallaway

23 Replies

Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - March 2022Release Notes

+1 for bug report 

808413
Vishal Nema
Community Manager
2 years ago
rashmi.nag
Community Manager
rashmi.nagCommunity Manager
published in Ticket & Workflow Management

The Freshservice Ninja Challenge - Call for entries!CHALLENGE

We want our team working on the right tickets. One situation that comes up often is that a user is not available to do troubleshooting or there is some other reason where a specific delay is needed. We don’t want the time waiting for a scheduled appointment to be counted against the agent SLA so we developed the following process:When a ticket is placed in a status of “Scheduled” we enable a required field “Date Scheduled” which the user is then required to add a date. We then have a separate process which uses the API to get all tickets which have a “Date Scheduled” which is in the past and reopen these tickets and clear the date field. We also present the date when the agent will next work on the ticket to the requester in the portal. In this way the agent can work their “open” tickets without worrying about the ones that have a scheduled day to continue work.Here is the basics of the PowerShell script we use to run the API (FYI, this is not fully functioning as you will need the log

244526
rashmi.nag
Community Manager
1 year ago
rashmi.nag
Community Manager
rashmi.nagCommunity Manager
published in Ticket & Workflow Management

The Freshservice Ninja Challenge - Call for entries!CHALLENGE

@ggallaway Nice script! I looked at Powershell but quickly moved away from it in favor of Powerautomate.  Have you looked at using Powerautomate at all for this integration?  It is much easier to work with the API using Powerautomate, all the header stuff is prebuilt you just need to supply the correct data. yeah, if you have the licensing and maintenance processes figured out to utilize powerautomate this task could easily be setup in there!

244526
rashmi.nag
Community Manager
1 year ago
RFHfL
Apprentice
RFHfLApprentice
asked in API and Webhooks

Set Status as Open on Specific Date/Time

@RFHfL we had the exact same request. We ended up building this ourselves using the API and powershell (although as other have mentioned if you have access to powerautomate this can be easier there. The basics are as follows: Create a new status of “scheduled” or whatever makes sense in your situation Create a ticket field for “Scheduled Date” Use business Rules to show and require the scheduled date when it is in that status as shown: Then utilize the API to retrieve all tickets with a date scheduled older than ‘today’ and set them all to open and clear the date scheduled field here is an example in powershell (although you will need to setup the headers, using examples from others)  function Get-FSFilteredTickets { param ( [string] [parameter(Mandatory)] $querystring ) $tickets = @() $encoded = [system.web.httputility]::urlencode($querystring) try { $tickets = (Invoke-RestMethod -Headers $script:headers -Method Get -Uri "$script:freshservi

4
A
Contributor
2 months ago
rashmi.nag
Community Manager
rashmi.nagCommunity Manager
published in Ticket & Workflow Management

The Freshservice Ninja Challenge - Call for entries!CHALLENGE

Our FreshService Admin created a way for supervisors to request a KB on a ticket. This is useful as we work through ticket reviews and want to encourage new documentation. The way it works is there is a field in the ticket that can be selected by anyone looking at the ticket as shown:  After this is selected a workflow runs to create service request for the agent that is currently assigned the ticket to request a KB be created, we use an object list of groups which write KBs, so if the ticket is not currently assigned to one of these groups a request is made that goes to the general helpdesk to direct.  To create the request we are using a Web Request with the following body for the place_request API call {  "quantity": 1,  "email": "{{event_performer_email}}",  "custom_fields": {    "what_group_should_write_this_kb": {{R1.bo_display_id}},    "describe_what_you_would_like_documented": "{{event_performer_name}} has requested a solution be created for the resolution of ticket [#{{ticket.

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rashmi.nag
Community Manager
1 year ago
M
Top Contributor
Matt HTop Contributor
asked in Ticket & Workflow Management

Run automation workflow on specific date?

@rajagopal.baladhandayutham This is a huge feature.  Thanks for sharing this.  I have a lot of work arounds and hacks to handle this with 3rd party tools.  This will save a lot of time. Same for us, we have a number of PowerShell scripts and hacky workarounds. This feature will allow us to move more of that into the native tooling making it easier to maintain!

29
LeeJonesMtSAC
Apprentice
1 year ago
Umeracle
Apprentice
UmeracleApprentice
asked in Automations

Splitting Freshserivce tickets with different teams eg IT support , site team, HR team, Office team

We went the route of disabling email ticket creation, and just setting up an autoreply that directs the users to the portal. From there we setup our service catalog and incident form to ask a few questions that help the workflow direct the request to the appropriate team. We really debated internally if our users would really miss not having email as a form of ticket submission, but in the end there were literally no complaints and because people have become more accustomed to the portal they are more likely to capture the current status and updates their vs calling or emailing in for current ticket status. We also see much higher SR utilization (we are around 50% SR vs incident).

5
G
Skilled Expert
1 year ago
E
Top Contributor
EdKTop Contributor
asked in Automations

Online PowerShell?

Not an “easy button” but you can follow these instructions to setup your script to run unattendedApp-only authentication | Microsoft Docs

7
LNew
Top Contributor
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Prevent a ticket created email using workflow

“ You could disable those and then use workflow to handle email notifications, then you would have the ability to isolate them on any condition you set forth. “ This is exactly how we handle this situation where we want more control over the emails sent from the system.

10
zachary.king
Skilled Expert
1 year ago
T
Top Contributor
thusep8652Top Contributor
asked in Automations

Silence group assignment notifications

Looks like we handled this by disabling the built in agent notification and creating a “covering workflow” that sends a notification for the tickets we want to send.  

4
zachary.king
Skilled Expert
1 year ago
L
Top Contributor
laminblakeTop Contributor
asked in Ticket & Workflow Management

parse requestor datasource in workflow

Yep, you solved it the same way we have as well!

2
G
Skilled Expert
1 year ago
T
Top Contributor
thusep8652Top Contributor
asked in Automations

Silence group assignment notifications

Hmmm….if you have a workflow that basically mimics the built in notification (except for your exception) why couldn’t you disable it?

4
zachary.king
Skilled Expert
1 year ago
Corporate Ladder
Top Contributor
Corporate LadderTop Contributor
asked in Automations

How to hide/remove Status options based on Category selected?

@Corporate Ladder, under advanced settings do you have “enforce system-wide” enabled? I believe this will do what you are looking for. Note: that this condition will be enforced for API requests and other processes as well.  

8
Medic1334
Skilled Expert
3 days ago
Corporate Ladder
Top Contributor
Corporate LadderTop Contributor
asked in Automations

How to hide/remove Status options based on Category selected?

Ok, I played around with this and you are correct. I would contact support as this doesn’t appear to be working as we would expect it too. 

8
Medic1334
Skilled Expert
3 days ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Sharing tickets among requesters is a highly requested feature in our org!

1283049
ariadreamer112
Community Debut
8 months ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

Assign to requester based on email address in description of ticket

We do something where we want a ‘requested for’ to replace the requestor and have the original requestor added as a CC’d user. We use a ‘web request’ node to fire off the following endpoint.https://[yourFSdomain]/api/v2/tickets/{{ticket.id_numeric}}/api/v2/tickets/{{ticket.id_numeric}} with the following body:{  "ticket": {    "email": {{variableWithEmail}}  }} You would need to use an expression node to get the email by itself into a variable. Something similar to this may work for you. Let me know if you need more specific help.

6
D
Top Contributor
1 month ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
posted in Ticket & Workflow Management

Ticket sharing for agents?

I agree, surprised no one thought of this as they were implementing the feature. This is particularly important for businesses like ours which have gone all in on enterprise service management where we have many business users who are also agents.

13
shant592
Skilled Expert
3 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Assets

Inventory Software

We are just starting down this path, and interested to read the responses here

18
C
Top Contributor
2 months ago
Z
Apprentice
zackzackApprentice
asked in Automations

Passing values in the new ticket URL

I don’t believe this is possible today but is definitely a feature I would have a use for as well. Would love to see something like this for service requests as well where you could provide the user a specific link with information embedded in the URL. For example, we use Proofpoint for our email filtering and when an email is blocked, it would allow us to generate a specialized hyperlink which includes the GUID of the email that the user needs released. Passing this information directly to the FreshService request would provide a way for our security team to quickly and simply find the related email and release it. We currently handle this use case by using Nintex forms and workflow in sharepoint to ingest the URL parameters and use the FreshService API to generate the ticket.

4
Daniel Söderlund
Skilled Expert
11 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
posted in Ticket & Workflow Management

Workspace nor not to workspace

Something I was expecting but didn’t find is the ability for different workspaces to have their own defined list of ticket “statuses”. With some specific status setup as the “default” the system could be setup to change to a matching status if one exists or set to the default. The benefit there would be that each business unit could define how tickets are communicated with their requestors in the ticket portal. 

24
paterpark
Community Debut
5 months ago
sccit
Apprentice
sccitApprentice
posted in Ticket & Workflow Management

Changes on how categories are set in FreshService have a negative impact

I 100% agree with you, we had actually written some scripting to occasionally alphabetize all the of the categories, sub-categories and Items. Unfortunately, with this change we can no longer simply copy/paste the updated lists into the platform. I would be curious to find out what value they were attempting to add through this change. It seems there could be a possibility of adding a ‘bulk’ import that still respected the previous format, but I am not certain. 

9
G
Skilled Expert
8 months ago
E
Top Contributor
edward.kimTop Contributor
asked in Ticket & Workflow Management

For 'Service Request', is there a way to allow formatting to users for multi-line textarea?

This has been a gripe of mine since we went live with FreshService. There are several areas of the application that utilize different controls where consistency would be expected. This particular one that you point out would also allow users to easily add screenshots to their requests. Another area that doesn’t make sense is the difference between an agent adding an attachment to a service request and an requestor. The agent is able to drag/drop their attachment and the requestor must use the ‘attached’ file manager to find the file to attach. This is particularly annoying when the file you want to attach is in an email attachment because now you have to save it and then find where you saved it vs drag/drop. So to end my rant 😉 Decide on some of the standard interface controls and attempt to coordinate them across dev teams

1
G
Skilled Expert
8 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Assets

Inventory Software

Our team is getting our feet wet in Asset and Software management in Freshservice. Finding threads like this are super beneficial. I wish I had something to contribute, but I greatly appreciate all of you for continuing to share your pain points and solutions. Can always count on these individuals when I am struggling with something that is Freshservice related. +1 on this, thanks everyone for your contributions!

18
C
Top Contributor
2 months ago

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