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Replies posted by Daniel Söderlund

566 Replies

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oserpasApprentice

asked in How do I....?

Pull AD Security Groups into Freshservice

@Daniel Söderlund I dont think that would work with the SCIM app if they are using that to sync users from AAD. You could do a scheduled script that would function as below: Has a list of each ObjectID for each group and it’s corrosponding requester group Connects to AzureAD or MSOL Gets the UPN’s of each member of the groups in your target and stores it as an array Does an API get request searching for the requester by email Parses the return to get the users ID Does a put request to add the user to the requester group The above doesnt account for: Agents cannot belong to requester groups Removing users from their “old” groups The former isnt able to be accounted for; but the latter would require some heavier coding to do the compare and then removal. What are you talking about? You can sync custom attribut on users from azure/AD with the Azure SCIM app to a custom field on the requester. It tells you how to do that in the documentation and in the app it self how do that.

rfrutigerApprentice

asked in Automations and Workflows

Return json array element id

You can use JSON path queries in the parser node but they are static. Question if it can be used.

ContiguousContributor

asked in Ticket & Workflow Management

Workspaces and Service Requests

In Non IT workspaces all tickets is seen as service requests. I used blank template when I setup workspaces for a customer and I have this event options. Request Item added only triggers if an agent add a item. The way I go by is having a the second node to be condition node with service item include xxxx yyyy zzzz

pavelobApprentice

asked in Automations

workflow automator change status if agent forward response to ticket ot externall email address

What you need to do is to use webRequest node/API and expression. Don’t think there a placeholder for the “send to” mail. https://api.freshservice.com/v2/#list_all_conversationsand then a expression using rexmatch() expression. "to_emails": [],

pavelobApprentice

asked in Automations

workflow automator change status if agent forward response to ticket ot externall email address

Hi, but can you show / attach printscreen of code snippet how to check “To” field? Tried to build Expresssion in Condition block but not sure what syntax to use. Thank you for tip, Sorry for silly question, but I’m new to freshservice Pavel Show us and we can help out :)

lulrichsTop Contributor

asked in Ticket & Workflow Management

Can someone help me with duplicate ticket creations?

You need to start with adding the Freshservice ticket number in the subject. You need a automation and use API to do that. There should be post here on the forum how to. Second contact Freshservice support for enable Mail threads.

oserpasApprentice

asked in How do I....?

Pull AD Security Groups into Freshservice

So looking to see if this is even functionally possible with FreshService. We have some custom AzureAD Security Groups that we use for managing users in various departments or teams in our Org. The membership is dynamically managed from AzureAD. Is it possible to add these security groups into FreshService to then use them as assignment groups? For example we want to be able to assign certain Knowledge Base Articles to specific teams, but we want those teams to be created and managed from AzureAD. This is different than the idea of freshservice adding users to a security group for access to a networkshare ..etc.. We already have the users syncing into FreshService, just trying to see about adding groups, if its possible. I understand the AzureAD Orchestrator can help read and add groups to assign users access as part of a workflow for a ticket, but this is just a bit different. I cant seem to find anything online about it, only about the users. Closest I think you can is to add

AndyRussellTop Contributor

asked in Automations and Workflows

reopen workflow not working for me

Looking at the activity log on the ticket the reopen workflow isn’t firing at all, so the email to agent is just the regular one that’s generated when a note is added to ticket, will take another look at the Event to see what’s not matching Add a action/note before the condition. Please show us the event node as well

AndyRussellTop Contributor

asked in Automations and Workflows

reopen workflow not working for me

He get that e-mail and not from the system default e-mail?Try remove and add the node again or add a separate node for change of status.

Patrick GSkilled Expert

asked in Automations

Create a service request through Web Request - missing email error

Custom fields need to be with _ and not space.I would recommend doing a GET on the service item it self to get the correct field names. https://api.freshservice.com/v2/#view_service_item

Patrick GSkilled Expert

asked in Automations

Create a service request through Web Request - missing email error

Thanks for your help… I tried soooooo many things to get this through, just can’t find it :/ Hello, First e-mail shouldn’t be a array. email": "tom@outerspace.com"

markdavisApprentice

asked in Automations and Workflows

Automation Workflow - Query Service Item Settings

Don’t know why(I guess performance) the filter would give us just 100 but it’s how it’s built and I don’t see any other way. When they get loop function in the automation I hope we can use that to loop pages. A workaround is to use Powershell to loop the assets but then you need a orchestrating server.

jfwilsonApprentice

asked in Portal/Knowledge Base

Secondary Email Mapping

So the agents have a licensed agent account and regular requestor account, or do the agents have two licences (seems unlikely as very inefficient!) If they have two accounts, do they not find this frustrating and difficult to work with, especially if sending an email and it ends up on another account, possibly as an entirely new ticket? You only have the license for the agent. The secondary account is a normal requester. We told them it’s a bad way to do it. We setup a automation that checks if the requester is a agent also(custom field) we change the requester to the agent account as well using meta data set on the requester. Best wold be if agents could have a secondary e-mail as well. Check the Idea section of the form, if you can’t find a post for this make one :)

AndyRussellTop Contributor

asked in Assets

query re Pro license and assets allowed

Hi, we have a pro license and the accounts screen shows ‘100 free’ assets. I assume that this is just what the license includes rather than a dynamic count against our asset list? Does this literally mean I can only have 100 objects on the asset list in Fresh Service? Will the 101st fail to create? We will mostly be using asset list to list servers and similar. thanks Asset show is far as I understand managed asset, so if you install the Freshservice client on your computers or use the probe to collect assets via ad/SCCM then are limited to the number given in the system. If you import them using CSV or other external tools(intunes etc) there are limit as I know off. thanks Daniel, should your comment read ‘no limits’ if we import assets in any other way? Yes but don’t quote me on that ;) I haven’t heard any limits when you import it that way.

AndyRussellTop Contributor

asked in Assets

query re Pro license and assets allowed

Hi, we have a pro license and the accounts screen shows ‘100 free’ assets. I assume that this is just what the license includes rather than a dynamic count against our asset list? Does this literally mean I can only have 100 objects on the asset list in Fresh Service? Will the 101st fail to create? We will mostly be using asset list to list servers and similar. thanks Asset show is far as I understand managed asset, so if you install the Freshservice client on your computers or use the probe to collect assets via ad/SCCM then are limited to the number given in the system. If you import them using CSV or other external tools(intunes etc) there are limit as I know off.

AndyRussellTop Contributor

asked in Portal/Knowledge Base

Customising ticket fields - Company field missing

this may be something to do with managed service mode re-provisioning the department data source to become a company data source? With MSP mode departements are renamed to Companies. You can hide it for requesters from the form field manager.For agents you need “Business rules for forms“

jfwilsonApprentice

asked in Portal/Knowledge Base

Secondary Email Mapping

I have a customer who has their SSO/Octa bound to there samaccount@domain and all primary e-mail is set to secondary for requesters. For agents they have 2 accounts, agent with samaccount and one with primary e-mail.

artemis112Apprentice

asked in Ticket & Workflow Management

Category-Based Ticket Routing by email

First Time Posting. Hello Everyone. Quick question: Is it possible to create a workflow that reads the ticket description or subject from an email, identifies keywords or matching tags, matches them with keywords or tags in custom objects, and assigns them to the appropriate groups? Thank you. Hello,yes and no, you can use Expression builder Node : Freshservice to match and use output from that node to read a custom object. The custom object read node is need som love as it can only do absolute lookup’s.

Secrecy7919Top Contributor

asked in Analytics, Reports & Dashboards

Can't share an Analytic report with anyone as account admin

Hello! I (and others in our helpdesk) have encountered an issue with trying to share a report created in the Analytics tab. When I go to the share button in the upper right of the screen, I get the list of users or groups to share the list with. When selecting what I want there is no way to save my selection. I am an account admin and I tried adding a regular user and another account admin but nothing worked. Like I mentioned, I am not the only one with this issue. Any help would be appreciated. Who created the report ?

NexusContributor

asked in Freshservice – London User Network

Workspaces are great. But what about cloning automations?

We at Synerity have a toolbox where we can migrate large amount of tickets in a easier way. If anyone is interested we give you a price for the service. But it’s all you can do as of now outside web GUI.

Chris.ArmitageApprentice

asked in Automations

Powershell Orch - Call a pre-built scripts and pass params

@yasirali790 How are the parameters defined inside the script to use {{ticket.id}} and {{ticket.from_email}}? Also, I invoke a script using this method: cd C:\Users\account\Documents; .\AddUser.ps1 How would I call out the parameters with this method? You invoke the script like this cd C:\Users\account\Documents; .\AddUser.ps1 {{ticket.id}} {{ticket.from_email}} Google/chatgpt/Gemini How to use Powershell parameters

markdavisApprentice

asked in Automations and Workflows

Automation Workflow - Query Service Item Settings

API just shows ID for the asset type/product.

NexusContributor

asked in Freshservice – London User Network

Workspaces are great. But what about cloning automations?

Hello everyone This is Jatin from Freshworks. We are currently in the process of building migration utilities to copy configurations and data. You can expect those to be rolled out by mid-Q1. Meanwhile we have put together a guide to do this manually until the utilities are out. Here is the link: https://view.highspot.com/viewer/64dbb84f25f4233eb40da0b2 If you need any assistance in doing this manually in the interim period, you can leverage the help of our Professional Services team. Please reach out to your customer success manager for the same. Thanks Jatin Rastogi Any updates on this? We’re pivoting to workspaces and this just became the single greatest upset of the year. This isn’t a idea, look in the Idea forum.

anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

SteelFrostContributor

asked in Ticket & Workflow Management

Scheduled Workflows against Closed Tickets

The Ask: Since it appears there is a software limitation, in that FreshService scheduled workflows do not run against closed tickets, how do I accomplish this goal? The Scenario: We’ve implemented a service request and workflow to manage the request and approval process for security policy exemptions. These exemptions are time limited, which is a dropdown field the requestor can choose, up to 365 days. The Goal: On approved security policy exemptions, we need to have the ability to automatically create a new policy exemption request, 14 days before the current one expires. I created a workflow for this, and in testing against open tickets, it is successful, in terms of the calculations and creating the new ticket...but since we are closing the tickets (so they aren’t open up to a year), they aren’t triggering. I’m sure I can implement a new ticket status for these and just leave them in that state so my workflow will run, but I’d like to have a solution that doesn’t require the

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