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Replies posted by Preethi S

21 Replies

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tzzzApprentice

asked in Ticket & Workflow Management

Filter options in change calendar not saved

@tzzz Thank you for reaching out to us! The Work calendar cannot currently be saved with a new filter view using Freshservice. This will be treated as a feature request because it is not a bug. Conversely, the Analytics feature would be helpful if your main objective is to track date-oriented metrics from the Change module, such as Scheduled start date, End date, etc. (Except for CAB meetings). Please construct your Change reports using the "Metrics" and "Group by" sections after choosing “Change” as the module type. Preethi SOnboarding Specialist, Freshservice

maloktSkilled Expert

asked in Portal/Knowledge Base

User Portal - Read More/Less Toggle

@malokt Thank you for reaching out to us! The image you included resembles a service item page. Please include information about the service item in the "Short description" area of the item to avoid clicking the "Read more" option. The maximum amount of characters it will accept before saving is however limited. Preethi S Onboarding Specialist, Freshservice

maloktSkilled Expert

asked in Assets

Automatically Register Requestors Imported by AD Inventory Probe

Hi @malokt Thank you for reaching out to us! 1.Yes, requesters get registered with a profile after their initial login to the portal.2. To skip the Activation link, please follow the below steps,Make sure to set up SSO for your requesters - SAML assertion is required to bypass the email activation The "Activation link" notice can be turned off using the Email notifications function. Following the same, your requesters' accounts will be activated upon their initial SSO login.Please follow the above steps to skip activation link and also to bring registered users to select from the dropdown. Preethi SOnboarding Specialist, Freshservice

maloktSkilled Expert

asked in Portal/Knowledge Base

Search Field on Community Page Doesn't Work?

Hi @malokt Thank you for reaching out to us!The search function in the forums are showing desired results. Your issue must have been due to a network error, please try after refreshing the browser.

maloktSkilled Expert

asked in Portal/Knowledge Base

Search Field on Community Page Doesn't Work?

@malokt Could you please check to see whether your browser has a redirect blocker installed?If so, please adjust the settings so that search is enabled.I've included a screenshot of the search bar below to show that data is loading from it.

michelelopedoteApprentice

asked in Assets

Analytics: Extract Asset as Source

Hi @michelelopedote, Thank you for reaching out to us! Please use the Data Export option found in the Analytics section if you are having trouble finding a certain field to include in the new report you are creating.Data export option - Choose "Settings" from the menu and go to the "Data Export" tab.The next step is to choose the module "Assets" and the appropriate fields that should be included in the report. Furthermore, filters can be used, export time can be chosen for the same. Thanks!

BartVBSkilled Expert

asked in Automations

Need some assistance with workflow user reply

Hi @BartVB, Thank you for reaching out! Please find the below Workflow Automator to solve your use case. As a first step create two custom statuses “Waiting user reply” and “Assigned” using the Field manager feature. Navigate to the “Workflow Automator” feature under Automations and Productivity module. Set up an Automator for tickets with the following Event and Action nodes. Event > Reply is sent (Event performed by Agent)Action> 1. Add watcher 2. Set status as “Waiting user reply”Event> Reply is sent (Event performed by Requester)Action> Set status as “Assigned” Thanks!

EricRoelandSkilled Expert

asked in Getting Started

IS an activation email mandatory?

Hi @EricRoeland, Thank you for reaching out! To skip verification emails, please disable “User activation email” in the requester section of Email notification. In addition to this, enable SSO as a login type so that users get verified on their first successful login via SSO - Excluding Email verification step.

maloktSkilled Expert

asked in Assets

Automatically Register Requestors Imported by AD Inventory Probe

Yes @malokt, please use the above steps to activate the users without email verification.

jwieseContributor

asked in Portal/Knowledge Base

Do Freshservice Solution searches use keywords or tags?

Hello @jwiese, Thank you for reaching out! Tags and Keywords are still present in the Freshservice product, they have not been removed as of now.To search for articles please use the title words instead of tags/keywords.

MariamPSkilled Expert

asked in Portal/Knowledge Base

sending notifications to external parties

Hi @MariamP, Thank you for reaching out! Unfortunately, we will not be able to send an email to external users in bulk. Alternatively “Announcements” option can be used to inform about any new change. You can create a new announcement and schedule it for a period of time so that it appears in the Announcement section as well have has an option to enter recipients in the external user section. Thanks! :)

maloktSkilled Expert

asked in Assets

Automatically Register Requestors Imported by AD Inventory Probe

Hello @malok, Considering data privacy, we do not have an option to skip the last step of logging in. This step should definitely be followed without which verification will not be completed. Thanks! :)

shekhar.dasApprentice

asked in Ticket & Workflow Management

Getting access denied while creating ticket

Hi @shekhar.das, Thank you for reaching out! To start working on modules like tickets, tasks, changes etc., please add an “Agent role” to your profile. Admin role provides privileges only to manage settings of the account and not data within. Thanks! :)

pcookeTop Contributor

asked in Portal/Knowledge Base

Dealing with a large number of items in the service catalog

Hi @pcooke, Thank you for reaching out! To show the right service items to your customers please follow the below steps, Place your users in appropriate requester groups. Create service items and set visibility restrictions and make the item available only for certain requester groups. Classify and label the Service categories based on Requester groups and the items they will require. For items that should be shared between two groups, duplicate with an additional name. Hope this helps! :)

JnovozinskyApprentice

asked in Portal/Knowledge Base

Approval Portal Details

@Roxwell Brilliant workaround!

shekhar.dasApprentice

asked in Ticket & Workflow Management

Getting access denied while creating ticket

Hi @shekhar.das Could you please check the workspace you have been added to? If not, please add yourself to a workspace and try again. Thanks :)

chelminenApprentice

asked in Ticket & Workflow Management

Issue with not being able to send a reply to ticket

@chelminenThank you for reaching out! Can you check if you have enabled “Reply to ticket” permission in the assigned to your profile. Also, please make sure you are a member of the group that the ticket belongs to. If you are an observer, you will not have permissions to reply/work on the ticket. Thanks :)

UdayGrewalContributor

posted in Ticket & Workflow Management

Things to consider when setting up a new Incident form

This checklist is going to be really useful!

lisa.priceContributor

asked in Automations

Automatically raise a change

Hi @lisa.price Thank you for reaching out! We at the moment do not have an option to automatically create a change other than using webhook as an option. However, you can make the process easier by following the instructions below, In the ticket that was created for a change, please navigate to the Associations tab and choose the option “Change initiated by this ticket”.While creating the change use the templates option and create it from the slider. As a third step, to close the associated ticket - Create an automation in the workflow automator as follows, Add Change via incident to the subject of the Change that you are creating Automation to be applied on Change module. Event - Change is created > Condition - Change Field.Subject is Change via incident > Action - Set status as Closed (Action to be performed on ticket)Thanks!

JP801Contributor

asked in Assets

Creating a Reimbursement Form as a Service Request Help

Hello @JP801 Thank you for reaching out! Please see the attached screenshot for the workflow automator to solve your use case. Condition with the required Service item Bring the custom fields that should be executed with the arithmetic operations (Use placeholders from Service request fields) Create a custom field to capture the total value from the result of the Expression builder As a last step, use an action node to complete your automation with desired actions. Thanks! :)

DrewErwinApprentice

asked in Ticket & Workflow Management

Looking For Solution to Bulk Update Tickets with Blank Field

Hello @DrewErwin As mentioned by @Daniel Söderlund, you will be able to update the Department field values using the scenario automation feature. However, you can specify only one department at a time - Placeholders cannot be used. Thanks! :)

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