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Replies posted by Rutger Bockholts

25 Replies

msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Automations

How can I relate an asset to a ticket via API where I have only the ID and not display_ID?

Hello msconfig87, I hope I can help you with my answer where I focus on the basics of the workflow nodes with v2 API calls. Below instruction will contains two workflows and a change in your asset data, where in this case the asset_tag will be overwritten with the asset_id. If you don't want to do this, I unfortunately don't have an alternative solution for you.In case you get only the asset ID (and not the display_id) back from the API call (same behavior when you have a custom dropdown field in the incident form with the asset source) AND you don't have the Reader node available in the workflow), you have only one option here and that is search for an asset based name, tag or serialnumber. Since neither of the 3 attributes are available in your json, or available in an API call to get all details from a ticket, we have to make a workaround here. First we create a new asset workflow to overwrite the asset_tag with the asset_id value.Event: Asset is created or updated.Web request: Requ

5
msconfig87
Skilled Expert
1 year ago
A
Skilled Expert
atexeira
asked in Automations

Automated Change Tickets

Hi atexeira,At this moment we can't schedule a workflow yet, so the workaround at this moment could be made van the Scheduler. You're right we can raise Incident or Service request tickets here only, however, we can use a scheduled incident ticket, to trigger a workflow that will create a Change ticket via the API / Web request node.Create your Scheduled ticket and use something unique in i.e. the ticket Subject. Maybe a special code that will never be entered by an agent or requester.Set the interval to Monthly with January as month, at a certain time (in this example I've set it to weekly): Go to your workflow automator and create a new Ticket workflow.Event: Incident is raisedCondition: Subject is (or contains) <your subject from the scheduled ticket>For the Web Request node you need to read the information about how to create a Change ticket via API: https://api.freshservice.com/v2/#create_changeRequest Type = PostUrl: https://example.freshservice.com/api/v2/changesBody:{  "d

6
arunrajkumar
Community Debut
3 months ago
M
Apprentice
MikeyApprentice
asked in Assets

List Assets Assigned to a User.

Hi @martin.j, You can make for instance a bullet list with the asset names and tags, by using both object arrays from the Parser node. In this case I add the liquid filter code in a private note via the Action node: {% assign name_array = {{P1.root.assets.assets_object.name}} %}{% assign name_array = name_array | remove: '[' | remove: ']' | remove: '"' -%}{% assign name_array = name_array | split: ',' %} {% assign tags_array = {{P1.root.assets.assets_object.asset_tag}} %}{% assign tags_array = tags_array | remove: '[' | remove: ']' | remove: '"' -%}{% assign tags_array = tags_array | split: ',' %} {% for a in name_array %}{{ a }} : {{ tags_array[forloop.index0] }}{% endfor %} The result in the private note will look like this:  Kind regards, Rutger BockholtsFreshworks 

9
M
Skilled Expert
1 year ago
A
Skilled Expert
atexeira
asked in Automations

Automated Change Tickets

Downside of the webhooks is that you don’t get anything back and can’t act on it just so you know. Other then that they should work the same.  Instead of using the Webhook, use the Web Request node instead. With this you can Parse the header data (instead of the response body) from the Web Request node, as well as using the statuscode (200, etc) as a condition to verify if the request is done right. 

6
arunrajkumar
Community Debut
3 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Ticket & Workflow Management

Pre-populated ticket fields

Hi Daniel, The different parameters in the url have to be separated with the “&” character instead of the “?”. Format wise, below url should do the trick:https://example.freshservice.com/support/tickets/new?category=HR&employeetype=Consulting&active=true The script can be added via Helpdesk Rebranding - Customize Custom Portal - Layout & Pages - Portal Pages - New Ticket.Field ID's (#****) in the script have to be adjusted to your own environment. For the Dropdown menus on the portal, you can find the field ID's in the <Select section of the page source. If you need help with this, I can provide some page source examples where to find them. <script> jQuery(document).on('PageUpdate', function() { // (un)select checkbox var active_input = getParameterByName('active'); console.log('active_input: ' + active_input); if (active_input == 'True' || active_input == 'true') { var checkBox = document.getElementById('27000156639'); checkBox.chec

7
Armored2168
Community Debut
2 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Ticket & Workflow Management

Pre-populated ticket fields

Could you also populate a dependet field? And how do you handle field with spaces in them?   Hi Anders, A dependent field is possible as well. In below script lines I take the Category field as an example.Be aware that the main Category value behind the # is a numbered ID, however the sub-category and item-category are both named ID's. In your case, you only have to replace the category ID and the values into a static value or use a variable as showed in my previous post.    // Category field:    $("#27000073325").val('Hardware').show().trigger("change");    // Sub Category:    $("#sub_category").val('Computer').show().trigger("change");     // Item Category:    $("#item_category").val('Tablet').show().trigger("change");   For your second question, I'm not sure what you mean. If you want to populate a value that contain spaces, you can just add them as-is as a value:$("#item_category").val('Notebook and drawing tablet').show().trigger("change"); If you need something else, please let

7
Armored2168
Community Debut
2 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Ticket & Workflow Management

Pre-populated ticket fields

Hi Anders, With the following url you can pre populate the values in the Category fields:https://example.freshservice.com/support/tickets/new?category=Hardware&sub_category=Computer&item_category=Notebook%20and%20drawing%20tabletAs you can see, the spaces for the item category field are notes with “%20”, which is the html code for a space. The script below will do a check in the item category part for this space and replace the “%20” code with an actual space.When someone is loading the incident form without above url, you don't want additional errors in the console, so I've added an check if the char “&” exist in the url. If not, the rest of the script will be skipped. <script> jQuery(document).on('PageUpdate', function() { var current_url = window.location.href.toString(); if(current_url.includes("&")) { // Category field: var url_category = getParameterByName('category'); console.log('url_category: ' + url_category); $("#27000073325").val(url_category

7
Armored2168
Community Debut
2 months ago
F
Contributor
FSEnthuContributor
asked in Portal/Knowledge Base

Help Needed for Custom CSS code

Hi FSenthu, When you place the below script in the Footer section, you'll have the uncut item name already. The Short Description isn't working as expected currently, so that will come later. <script> $(document).on("PageUpdate", function (event) { if (event.detail.page !== "catalog_items") return; var listItemsContainer = $("#list-items"); var updateItemNames = function (items) { items.forEach(function (item) { listItemsContainer .find('a[href="/support/catalog/items/' + item.id + '"] .item-name') .text(item.name); }); }; updateItemNames(event.detail.data.items.catalog_items); listItemsContainer.off("NewContent.nameupdate"); listItemsContainer.on("NewContent.nameupdate", function (event) { updateItemNames(event.detail.items.catalog_items); }); });</script> Regards, Rutger BockholtsFreshworks

7
jerry76
11 months ago
K
Top Contributor
kenyon.gilesTop Contributor
asked in Employee Onboarding

Employee Onboarding Request - Form Details Not Given

Hi Kenyon,In the “Create Tickets” section of the configuration of the Employee Onboarding module you can add the form fields in the parent ticket. If you hover over the parent ticket (the blue section, see screenshot), you can click on the pencil on the right side and add all the hire information fields here. Don't forget to click Save and raise a new ticket. Kind regards, Rutger BockholtsFreshworks

2
K
Top Contributor
1 year ago
F
Contributor
FSEnthuContributor
asked in Portal/Knowledge Base

Help Needed for Custom CSS code

Hi JTAVOLARO, This is as far I know not documented somewhere. The code has to be pasted below all your existing code in the Footer section. So not within the div but just as a separate script. <div class="clearfix">  {{#unless portal.copyrights}}    {{> portal_copyrights}}  {{/unless}}</div><script>..</script>  Regards, Rutger BockholtsFreshworks 

7
jerry76
11 months ago
I
Apprentice
ivvafhuiaduidhsasApprentice
asked in Portal/Knowledge Base

how to hide a card based on the requester group the logged user belongs to.

Hi , I don't have the object Requester Group available for filtering in a script, however there are other options that might fit you: USER_INFO.*where * can be one from the list below.address departments email first_name full_name is_agent is_dept_head job_title last_name location_name mobile profile+pic reporting_manager time_format time_zone user_id A requester can be member of multiple department at the same time. In below script, I check if someone is member of the department “PortalCards”. If true, two additional cards will be shown. The script has to be placed in the Footer section under the existing code.<script>  var UserIsMember = JSON.stringify(USER_INFO.departments).includes('PortalCards');      console.log('is member: ' + UserIsMember);  if(UserIsMember === true) {  CARDS = CARDS.concat([    {      url: '/support/catalog/items/16',      img: 'https://assets10.freshservice.com/assets/cdn-ignored/sprites/service-catalog/employee-offboarding-new-bc4e0be4f7b73db5bea9231e9

6
R
Contributor
3 months ago
M
Skilled Expert
maloktSkilled Expert
asked in Portal/Knowledge Base

User Portal - Read More/Less Toggle

Hi Malokt, If we really talking about a service item and not i.e. an approval request (this one can't be scripted), than we can simulate an auto click on the “Read More” text by implementing the Javascript below in the Footer section of the Portal (paste below script under the existing code that you're already have there): <script>jQuery(document).on('PageUpdate', function() {  setTimeout(function() {      $("input[class=read-more]").click();  }, 500);});      </script> Let me know the results. Kind regardsRutger BockholtsFreshworks

8
M
Skilled Expert
1 year ago
I
Apprentice
ivvafhuiaduidhsasApprentice
asked in Portal/Knowledge Base

how to hide a card based on the requester group the logged user belongs to.

@tyler.brandt . I just tried the script from my post in the Footer section (Save+Publish), created the department “PortalCards” and added myself here, and the two cards are showing up on the portal home page (v2) after a refresh. Make sure the 2 cards are not added via the no-code designer in first place, the script should generate the content or each card from the script if you're member of the earlier mentioned department. Kind regards,Rutger BockholtsFreshworks

6
R
Contributor
3 months ago
F
Contributor
FSEnthuContributor
asked in Portal/Knowledge Base

Help Needed for Custom CSS code

@tyler.brandt  Resizing service item cards can be done in the Stylesheet section with the code below. When the min-width is changed from “35em” into for example “50em” you end up with one service item per row. /* Resize catalog cards */#catalog-list-page #catalog-list-container #catalog-list-items #list-items .catalog-item{  min-width: 35em !important;height: 160px !important} Let me know your results. Kind regards,Rutger BockholtsFreshworks

7
jerry76
11 months ago
L
Top Contributor
Lal23Top Contributor
asked in Assets

How do I hide "place request" button on a service item?

@Lal23 You can use a script and place it in the Footer of the portal.The script below will run only on service item nr 45.This service item has a dropdown menu with two values (“Read access” and “Write access”). When the “Read access” is selected, the “Place request” button will disappear.ID “45_d5206d17-dcb2-4536-9147-3f6edaa8e05f” from the dropdown field has to be be changed in the script as well as the dropdown value in the row from “var hide_entry = ‘Read access’; “. <script>$('.btn.btn-primary.place-request-btn').show();jQuery(document).on('PageUpdate', function() {setTimeout(function() {var current_loc = window.location.pathname;  var required_loc = "/support/catalog/items/45";  if (current_loc == required_loc) {      console.log(current_loc);        $("#45_d5206d17-dcb2-4536-9147-3f6edaa8e05f").change(function () {        console.log($(this).val());          var hide_entry = 'Read access';           if(hide_entry === $(this).val()) {              $('.btn.btn-primary.place-

11
SHAHMEER
Community Debut
3 months ago
SfrsDL
Apprentice
SfrsDLApprentice
asked in Automations

Expression builder, extracting json from ticket description

@SfrsDL In case “bbb” is the wanted result, you can use the following body (including leading and ending single quotes): '{{ticket.description | split: "ITUSE---" | last | split:"---" | first }}'  Let me know if this is what you want to achieve. Kind regards,Rutger BockholtsFreshworks

4
Rutger Bockholts
Community Debut
10 months ago
K
Apprentice
kse27Apprentice
asked in Assets

Removing service request from new menu

@kse27, There are two ways to do this and that is related if you have publish the portal via the new no-node designer already. You have published the no-code designer already: If you open “Service Desk Rebranding” in the Admin menu, click on “Customize Support Portal“. Click on the background color behind the cards. On the right hand side you'll see the available cards/options. With a click on the eye icon behind the card title, you can hide/unhide these things. Don't forget to save and Publish the portal. You haven't published the no-code designer yet. Then click on “Customize Support Portal”, go via Layout & Pages to the Footer section in the middle of the screen. Below the existing code, add the following:<script>  var removeCardsUrl = [’/support/catalog/items’];  CARDS = CARDS.filter(function(card) {   return removeCardsUrl.indexOf(card.url) < 0;  });</script> Click Save and Publish at the bottom of the page. Let me know if this resolved your question. Kind regar

6
E
Contributor
6 months ago
J
Apprentice
jhannaApprentice
asked in Ticket & Workflow Management

Custom Field Validation and Error Checking

Hi @jhanna, With the Business Rules for Forms you can create rules for a service item, do a check for conditions in a field and set one or more actions.regarding your date validation, the condition could be:Ticket field - <date field>  is not “at least 1 day ago”:or even better:Ticket field - < date field> less than or equal to “Select from Placeholder”- “System” -  “Current Date” (the check is only on the date part, not a combination of date and time): The action in the rule is in this case a “Validate form on Submission” text, that will be shown in the top right corner of the page when an incorrect value is entered while trying to Place the Request.  To validate the input of a number, can be made in a different Business Rule as well.The condition in here is item Field - <field name> is less than 100Action: similar text as shown with the date field. Validation of an email address can't just be done out of the box. Why not using values from a data source? Or use a Cu

3
J
Apprentice
10 months ago
SfrsDL
Apprentice
SfrsDLApprentice
asked in Automations

Expression builder, extracting json from ticket description

@SfrsDL , weird indeed, I don't get the same result either.For now you can use 2 Expression nodes to get the right result: input: “aaa---ITUSE---bbb---ITUSE---ccc”Expression node1:substring('{{ticket.description}}',indexOf('{{ticket.description}}','ITUSE---', 0)+8,length('{{ticket.description}}'))Result:bbb---ITUSE---ccc  Expression node2 (with placeholder of result of the first expression node, “E2 might be different in your case):'{{E2.result | split:"---" | first }}'Result:bbb Regards, Rutger BockholtsFreshworks

4
Rutger Bockholts
Community Debut
10 months ago
F
Contributor
FSEnthuContributor
asked in Portal/Knowledge Base

Support Portal custom image

Hi @FSEnthu, You can add the below code in the Stylesheet/CSS section of the portal, where the background image url have to be adjusted. On top of this, other adjustments might be needed, like text colors.If you don't have the option to host that background image somewhere you can try to first upload the image of choice in the current portal (without this additional Stylesheet code). Save & Publish. Open the portal and find via the DevTools the url to that background image and change it in below code. /* START Fullscreen background image */#header-container > section.pull-right.header-section > a{  background: none !important;}#home-page-container{  background-image: url("https://picture-url-here") !important;  background-size: cover;  background-repeat: no-repeat;}#home-page-container #home-lists-container{  background: none !important;}#cards-banner{  background: none !important;}#hero-banner {  background: none !important;} .hero-banner-container, .hero-banner-container:be

2
F
Contributor
10 months ago
M
Skilled Expert
maghedSkilled Expert
asked in Assets

Hiding specific Service Items from Service Catalog

Hi @maghed, There is no rock solid solution for this. If you hide specific service items via a script, you can still search for them and see them in the results and open it from here.To hide them in the listing, you can add the ones to one specific category and place the category at the bottom of the category list.In the “Custom Stylesheet” section of the Portal designer you can add the following script to hide the last category from the list:/* Catalog: Hide LAST category in list */#categories-list > li:last-child{visibility: hidden;} Kind regards, Rutger BockholtsFreshworks

5
SHAHMEER
Community Debut
3 months ago
N
Apprentice
NikosApprentice
asked in Freshservice – Sweden User Network

Service Catalog - Requester

@Nikos , there are different approaches here, so we have to see what you exactly need. So you want to that Requester email address field is visible, but blocked, however they can still request for someone else?

5
N
Apprentice
7 months ago
N
Apprentice
NikosApprentice
asked in Freshservice – Sweden User Network

Service Catalog - Requester

Hi Nikos, Add below code in the CSS/Custom Stylesheet section of the portal and click Save & Publish. After a refresh of the customer portal, the field name and field should be hidden. Because there are made hidden, the checkbox to request for someone else still shows on the same position./* Hide Requester field label */body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .control-label label{    visibility: hidden !important;}/* Hide Requester email address field */body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .control-element input {    visibility: hidden !important;}Let me know if this works for you. Regards, Rutger BockholtsFreshworks

5
N
Apprentice
7 months ago
L
Top Contributor
Lal23Top Contributor
asked in Assets

How do I hide "place request" button on a service item?

@bettygdurand , in the CSS /custom stylesheet code the button can be made hidden in permanently. In a script, like the one I share earlier, we can set conditions, like to hide the button in certain service items. I'm personally not aware of code that can be used in the CSS to hide the button dynamically.If you still have access to the customer instance, I'd suggest you to search in the different portal pages for “btn.btn-primary.place-request-btn”, which can hide that Place request button. In this case you hopefully can find the code that you need. Regards,Rutger

11
SHAHMEER
Community Debut
3 months ago
Dani
Apprentice
DaniApprentice
asked in Ticket & Workflow Management

Setting a Workspace on raise a ticket option

Hi Everyone, For our customers we often created specific cards on the portal home page. Each card will hyperlink to a specific workspace id, which reflects the value from the mentioned dropdown menu.The ids can be found when you open a specific workspace from Admin and copy the ID from the address bar==> “https://domain.freshservice.com/ws/2/admin/home” ==> workspace id value is 2 in this example.The hyperlink of the custom card could then be something like "https://domain.freshservice.com/support/tickets/new?workspace_id=2”In the end we can hide the “issue related to” field on the incident form. @Dani On the other side, we can use a Javascript to preselect a workspace on page load (topic starter question)The script below is made for v2 of the portal, which included the new user interface (no code version).Add the script to the “New ticket” section in the portal, below the existing code. In this example workspace id = 7 is used, including single codes: <script>    setTimeou

4
Rutger Bockholts
Community Debut
5 months ago

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