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Replies posted by viswanatha.mehta

6 Replies

freshNoobie
Apprentice
freshNoobieApprentice
asked in Ticket & Workflow Management

Releases triggered by change window start time

Hi freshNoobie,Welcome to the Freshworks Kudumba. Are you looking to automatically create a new Release# when a Change Window is opened up?We can use a Workflow Automator (triggered by a Change Update) which would POST a webhook to create a new Release. But if I'm not mistaken, you are not only looking to create this Release but also to trigger a webhook based on the Current Date and the Maintenance Window overlapping. Currently, we do not have system/date function(s) in our Workflow Automator that can be used as a trigger/condition for this webhook. As noted by you, we currently only have listeners that look for Manual Updates to a Release and even System updates to a Release (Example: via another workflow) will not act as triggers. Due to this limitation, You would have to manually trigger an update to the Release (I'm thinking a Status Change) either via the UI or via an API call to trigger the Release workflow. Please do reach out to us at support@freshservice.com if you need any h

1
viswanatha.mehta
Community Debut
2 years ago
M
Apprentice
Mika JusslinApprentice
asked in Assets

Can Freshservice Asset management handle customer assets?

Hi Mika,Yes! Freshservice can handle Customer/Requestor Assets. The administrational activities will have to be done by Agents but the Assets themselves (hardware/software) can be tagged to Customers. 

1
viswanatha.mehta
Community Debut
2 years ago
smurfjoe
Apprentice
smurfjoeApprentice
asked in Apps and Marketplace Integrations

Microsoft Azure SSO - Can a guest account access Fresh apps via SSO?

Hi @smurfjoe Azure Guest Users will be able to authenticate themselves via SAML SSO.SAML SSO handshakes send a NameID that Freshservice uses to identify the User. Freshservice expects an email address as the incoming NameID.This NameID claim can be found under Azure Enterprise Apps > Freshworks > Single Sign on > Box2Ensure that the variable used as the source for the NameID claim has an email address in the Guest User’s profile. You can verify if the expected values are sent over as the NameID using a SAML Tracer browser extension. Reach out to us at support@freshservice.com if you need any assistance in this process.  

4
H
Contributor
1 year ago
R
Apprentice
roland.ngApprentice
asked in Ticket & Workflow Management

Update ticket's due by date with value from custom field

Hi@roland.ng Good day!Are you using Liquid Filters to ensure that the Custom Date Field in your Ticket Form is transformed to an acceptable API format? If I had to hazard a guess, this transformation is what is playing foul. Ex:{  "due_by": "{{ticket.end_date | date: '%Y-%m-%dT%H:%M:%S'}}"}If you use this Liquid Filter described above to transform the content, then the API call with use your Helpdesk’s default timezone while using the date field. Ensure your helpdesk’s timezone is also set as expected. References for Date Fields:Input for date fields is expected to be in one of the following formats:YYYY-MM-DDYYYY-MM-DDTHH:MMYYYY-MM-DDTHH:MMZYYYY-MM-DDTHH:MM:SSYYYY-MM-DDTHH:MM:SSZYYYY-MM-DDTHH:MM:SS±hh:mmYYYY-MM-DDTHH:MM:SS±hhYYYY-MM-DDTHH:MM:SS±hhmmIf the time zone information is not present, it will be assumed to be in UTC.( some valid datefields : 2016-02-15T21:16:25Z, 2012-12-24T12:56:15+05:30, 2010-03-23T12:00 )For more details on date format: ISO 8601

1
viswanatha.mehta
Community Debut
2 years ago
D
Apprentice
devinequijesuis
asked in Assets

Why support don't answer

Hi Sébastien,Good Day!I am so sorry to learn that you were on hold for such a long time. I understand how frustrating this must have been for you. We value our customers' time, and this should not have happened. I will relay this message to the appropriate department and customer service representative.To amend this, I have ensured that my colleague reaches out to you and will work with you until this issue is resolved. And to ensure that you have periodic updates from us. We are prioritizing the issue you're facing with our software, and our team is already working actively to resolve the issue. I'll notify you right away when it's fixed.I appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience this has caused. Please let us know if you have any additional questions, concerns, or comments.Thanks,Vish Freshservice Support

2
rashmi.nag
Community Manager
2 years ago
M
Apprentice
Mark HuntsingerApprentice
asked in Apps and Marketplace Integrations

Jira Orchestration in Freshservice

Hi Mark,Good Day! The most common issue for 400 the (Bad Request) error our Support Team have witnessed has been around insufficient permissions with the API token+email combo used during the initial App installation setup.  Please ensure that the API token is created by an Admin and that the Email used belongs to a Jira Account Admin. A real world sample for the “Create Issue” App action in Jira:Output: This two solution articles go into detail about the Jira Integration. (1)   (2) If you need any assistance during this setup please do not hesitate to reach out to us at support@freshservice.com and we will definitely help you set this up. 

1
viswanatha.mehta
Community Debut
2 years ago

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