Visit Freshworks.com Visit Freshworks

Replies posted by kong-jhartmann

18 Replies

Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Dec 2022Release Notes

Can we confirm if the SCIM updates apply to the 3rd party Effy SCIM app?  If so, when will documentation be updated to reflect the new attribute mappings.  In particular, I would like to know if there are any attribute requirements such as the namespace differences.

797416
A
Community Debut
1 year ago
SanaSiddiqui
Skilled Expert
SanaSiddiquiSkilled Expert
posted in Welcome

Hello and welcome to the Freshworks Community | Let's get talking

Greetings all.  I have been an administrator/implementer of Freshservice for around 7 years yet I have not participated in the community here.  I plan on being more active this year to help promote new ideas and features that your customers want to see implemented.  I will say that Freshservice has taken dramatic strides in building in features that have been sorely needed for years.  To name a few: Ticket Sharing - This is one that I have been asking the team to build for all 7 years I have been using Freshservice.  I was so glad to see this get added so we can collaborate across teams on tickets and requests. Adding custom emails to workflows - This is extremely helpful for us building automation of notifying offboarding users about laptop returns. No-code UI - This was a huge step forward in reducing the turnaround time on portal customization.All of this came between September to December 2022.  Thank you to the team for getting these features in.  All of these create a huge opport

21
alyssia.correa
Community Manager
11 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Apps and Marketplace Integrations

Azure Cloud Discovery

Have you tested “Asset is Updated” instead?  Not sure if that would trigger at that point.

5
kong-jhartmann
Skilled Expert
1 year ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
posted in Ticket & Workflow Management

Ticket sharing for agents?

Agreed on both points.  I know in my previous discussions, this is really a first pass at getting the collaboration baked in there.  There are 3 things I’m looking for in the next iteration:Ability to remove sharers/watchers from a ticket Agent ability to add sharers and watchers (requesters) to a ticket Activities log tracking the adding/removal of sharers - This is a critical one from an audit perspective especially with restricted groups.

13
shant592
Skilled Expert
3 months ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
posted in Apps and Marketplace Integrations

Okta SCIM integration (Effy)

Quick update on this.  Effy sent me the Okta Field Mapping.  Here is the breakdown.  I also attached the details on syncing location that they provided. 

6
kong-jhartmann
Skilled Expert
6 months ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
posted in Apps and Marketplace Integrations

Okta SCIM integration (Effy)

Also got an update on the ampersand issue as well:We recently came to understand that the Freshservice API has an issue with assigning departments if the department name has an ‘&’ character. This has been brought to the notice of the Freshservice API team and they are investigating this.

6
kong-jhartmann
Skilled Expert
6 months ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Dec 2022Release Notes

Thx Christian!  I reached out to them as well last night.  My SCIM post in the Freshservice community was updated with this doc and the field mapping table they sent me.

797416
A
Community Debut
1 year ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Getting Started

"Secret" Features

Canned responses are a must especially if you want to get the ML going with the bot. Slack integration for ticket management is also a must if you are a heavy Slack user across the org. Workflow automation of requests is the holy grail for me in my use.  Couple that with orchestration into various systems for automated provisioning/deprovisioning. Scenario Automations are great for quick automation of basic tasks such as automatically categorizing, assigning, meta tagging and adding notes all at once. If you don’t have a good asset management tool, that’s baked into the product and you can associate assets (hardware or software) to people. Project management is another great module that was recently introduced which allows you to tie change management into projects.   Throughout the system, you can relate incidents, problems, changes, releases, projects, and assets to each other for a holistic picture of your environment.

2
michaelmartel
Skilled Expert
1 year ago
kovergard
Contributor
kovergardContributor
asked in Apps and Marketplace Integrations

Azure AD SCIM Enhancements

Does Azure require a specific attribute name and external namespace like Okta?

11
V
Contributor
1 year ago
kovergard
Contributor
kovergardContributor
asked in Apps and Marketplace Integrations

Azure AD SCIM Enhancements

It’s probably using the same properties as Okta.  See the attached doc and test the mapping with that.

11
V
Contributor
1 year ago
kovergard
Contributor
kovergardContributor
asked in Apps and Marketplace Integrations

Azure AD SCIM Enhancements

Here is the complete list I got from Effy.

11
V
Contributor
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Apps and Marketplace Integrations

Azure Cloud Discovery

Nice little workaround though.  Hopefully they get a bit more verbose on the logging.  

5
kong-jhartmann
Skilled Expert
1 year ago
officeninja
Apprentice
officeninjaApprentice
asked in Apps and Marketplace Integrations

Departments Not Coming Through Azure SCIM App

Test a mapping of a department name without any special characters in it.  I know there is an API issue with ampersands in department names and the bug was reported to the team.  No ETA from them yet.  I have to manually manage 3 large departments because of it unfortunately.

2
kong-jhartmann
Skilled Expert
1 year ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Feb 2023release notes

@zachary.king - You are going to love the no-code feature.  I had them turn it on early for me in December since I wasn’t fully live yet.  The quick customization is awesome!

942814
Sebastian_S
Apprentice
1 year ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Portal/Knowledge Base

When a cc'd user is added can they view those tickets in their own ticket area

@MartinDG - This is an older thread but I’m assuming this was resolved by the new Ticket sharing feature released late last year.  If you haven’t had a chance to turn that on, definitely check it out. @WesleyKim - See this article for how to enable ticket sharing on the portal - Share Ticket with Requesters

7
kennyta
Community Debut
9 months ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
asked in Automations

Jira Orchestration - Lookup User

Strike that.  It was a permissions issue.  After I bumped the service account to our jira admins group, it’s working fine.  No magic to the query syntax, just name or email address.

3
kong-jhartmann
Skilled Expert
6 months ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
posted in Apps and Marketplace Integrations

Okta SCIM integration (Effy)

@Andrea DT23Assuming you have an additional custom attribute for the user profile that stores this, you can add it to the custom fields.custom_fields.fieldname Map secondary email from Okta to that new custom field attribute.Example:  

6
kong-jhartmann
Skilled Expert
6 months ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
asked in Automations

Jira Orchestration - Lookup User

Hi @HeatherM14,I had to move my service account that I used for the integration setup into our Jira Admins group.  After that I was able to run the basic queries.  

3
kong-jhartmann
Skilled Expert
6 months ago

Badge winners

Show all badges
Terms of UseCookie settings