Replies posted by kcbates
That's so strange. I have copied your external url and keywords in my Freshservice and it still doesn't work. Before I go back to support, would you mind testing another new external URL Solution please? I have a customer facing a similar symptom and there is a bug on external links as articles not populating. If you haven’t created a ticket, I would recommend doing so and also inquire about bug ticket FS-74001 to be associated with your ticket if support is unable to resolve it.
Hi @zachary.king - ...are you looking for all tickets the agent interacted with? Not just assigned to? If you need to see all tickets the agent ever interacted with (ex. added a note, updated a ticket, sent a reply from) Yes exactly - I need to be able to audit the student activity in the tickets for your list above plus splitting or closing tickets, assigning agents etc etc. So, thanks for the kind offer, I will definitely take you up on that Python program. :-) Bryn @zachary.king is a gem.
Hey Jon,Since you already have the custom field created, you want to go to the Workflow Automator. If you see the example below, you can configure the workflow as such:Event: Ticket is Raised Condition: Source is Portal JonP Field is value Action: Assign to group is value
Here is a ~4 minute recording provided on behalf of another Freshservice customer. After a few clicks to create a Scenario rule, you can have this no-code option available for your agents. Easily convert a Service Request to an Incident & keep requester inputPasscode: SR-2-INC!
So here is what I have done:limited template creation to freshservice admins created a service item to request a template be created - including incident/requests request and receive approval from CAB on the pre-approved change template build the template and make it available to those who need it When a template is selected that is pre-approved or if they select a pre-approved change type it will hide-all fields except subject, description, and agent ***I wish I could hide AND mandate fields**** this would allow me to force a template to be selected
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