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Replies posted by Roxwell

22 Replies

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afautleySkilled Expert

asked in Freshservice – London User Network

Description Box Appearing on service item's

Not here, are you in MSP or Business Teams mode?

NexusContributor

asked in Freshservice – London User Network

Workspaces are great. But what about cloning automations?

i have asked this question before and gotten a “It’s complicated” response. However, I did hear from a client yesterday they had asked for environment promotion, and that was something that’s being actively worked on. So maybe there’s something in the works? If you need an extra pair of hands, we’re here to assist www.ZestCo.uk :D

EricRoelandSkilled Expert

asked in Portal/Knowledge Base

Adjust ticket entry on portal

EricRoelandSkilled Expert

asked in Portal/Knowledge Base

Adjust ticket entry on portal

Is it not this? Making sure the rule is set for Requestors not Agents.

EricRoelandSkilled Expert

asked in Portal/Knowledge Base

Adjust ticket entry on portal

Let me go have a poke around. @EricRoeland

EricRoelandSkilled Expert

asked in Portal/Knowledge Base

Adjust ticket entry on portal

@Roxwell That is probably done with the business rules... Yes, I would say business rules. :D

EricRoelandSkilled Expert

asked in Portal/Knowledge Base

Adjust ticket entry on portal

Wow, never thought of that. So simple. 😀 Sometimes, one think to difficult. Thank you!!! You're welcome. Yes Fresh is very clever, sometimes to clever….

EricRoelandSkilled Expert

asked in Portal/Knowledge Base

Adjust ticket entry on portal

It’s easy, go into field manager, and open the fields you want to display on the form. make sure the checkbox “Displayed to Requester” “Requestor can edit” “Required when submitting the form” is enabled. this will make them show in the portal, and then allow them to edit and mandate on submission as required. You can also then use business rules for forms, to control the visibility of specific fields, for specific circumstances.

EricRoelandSkilled Expert

asked in Portal/Knowledge Base

Adjust ticket entry on portal

When you mean layout do you mean to raise an Incident or a Service request?

NinaworksTop Contributor

asked in Portal/Knowledge Base

Share updateable list via portal

So, If you create a custom field for “Priority” - which is obviously different from your standard ticket priority.if you set up a report, you should be able to export it as a CSV on a regular schedule, and then they could update the value in the CSV, and send it back to you. Updating the Tickets with the CSV could be done via API ingestion.

NinaworksTop Contributor

asked in Portal/Knowledge Base

Share updateable list via portal

Help me understand, what do you need the “Customer” to do with the tickets and how regularly?

bearhunterApprentice

asked in Portal/Knowledge Base

Making the change to Single MSP Mode and best practices.

MSP Mode honestly doesn’t change much other than preventing you from using Business Teams. The “update” is seamless, so you shouldn’t have an issue. Assuming your need for multiple portals is greater than your need for Business Teams workspaces right now.

NinaworksTop Contributor

asked in Portal/Knowledge Base

Share updateable list via portal

Hello Nina,I'm addressing your inquiry regarding the ability of certain individuals to update tickets. Here are a couple of scenarios based on whether or not they need this capability: No Update Required: If there's no need for them to update tickets, a viable solution could be to schedule regular reports that export the ticket data for them. This way, they can receive the information at a frequency that suits their needs. Update Required: If they need to update tickets, they could either respond to the ticket using the same subject line, or it may be necessary for them to be set up as agents within the system. Depending on your setup, utilizing Business Teams might be a cost-effective alternative, allowing them to interact with the tickets while potentially reducing costs. I hope this provides a clear direction based on the requirements. Please feel free to share more details or ask any further questions you might have!

chelminenApprentice

asked in Ticket & Workflow Management

Issue with not being able to send a reply to ticket

@chelminen, it sounds like a. permissions issueIs it one user or multiple? If it’s multiple, is the the same for all of them? If so what do they have in common Is it just a specific group that’s impacted? Is it a specific ticket, or all tickets, regardless of category, type or group?

maghedSkilled Expert

asked in Assets

Mandate Asset on Change

@Lawrence Pritchard has the right answer. I will say from experience, adding notes and putting the change back to open when it doesn’t meet conditions, doesn’t always work with the users! As the change firm doesn’t default to notes, they’re often missed! It would be a-lot more helpful to be able to have a pop up! I’ve found my change users to be, fire and forget (Rightly or wrongly). 😅

pcookeTop Contributor

asked in Portal/Knowledge Base

Dealing with a large number of items in the service catalog

The best way will depend on your the way your organisation perceives the information, not the way IT does! IT we’d do it by tech stack, authentication method, what’s similar. The customer is going to perceive it from their position within the organisation and who they perceive owns the software. A blind guess, not knowing your business I would goFinance - Payroll, invoicing, AP People - Travel, HR, training, learning, talent, hiring Productivity - Office, Project, Primavera, Monday Collaboration - Teams, Chat, Slack, Miro, Trello Software Dev - Jira, Jenkins, GitHub Sales - CRM, Hubspot etc Specialist Software to your business Group A...B...C

chelminenApprentice

asked in Ticket & Workflow Management

Issue with not being able to send a reply to ticket

As @eeha0120 said, cookies and check your browser is up to date!

JnovozinskyApprentice

asked in Portal/Knowledge Base

Approval Portal Details

I have got around this in the past by using the workflow to post a public comment containing the information the approver needs, and then updating the Approval email to inclide the placeholder {{Last.Public.Comment}} (sorry that might not be the exact name). So you can use the workflow, to post the details you need from the ticket, to a public comment, and then publish that comment in the approval email.

MariamPSkilled Expert

asked in Portal/Knowledge Base

sending notifications to external parties

Depending on how your joiners work… I wouldInclude the payroll team in your joiners workflow, so they get a notification Use a scenario automator to trigger a workflow. The scenario automator will need to make a significant update to trigger the workflow - So, Add a Tag, update the status and post a note. Both solutions would involve a workflow that will let youThis will allow you to send emails to external addresses Post an update to the ticket Send the email Set the status of the ticket appropriately Assign the ticket appropriatlyAlthough it’s not a canned response, the work required from the agent would be similar, they would just execute the scenario rather than the canned response.

PatrickMurphySkilled Expert

posted in Assets

Asset End of Life (EOL)

It will depend on the audit requirements of you implementation. FS, pharma, controlled environments, you probably need to keep records for audit purposes. In my experience clients don’t tend to delete anything. We have added custom status’s of “Retired”, for config items no long in use. Personally, for those “disposable” cloud asset that have a short half life, I would specify a different retention policy, 12 weeks of maybe in an interim Recycle Bin state and delete them after that. As they don’t persist over 5+ years, need depreciating, maintenance, etc. Otherwise you’re holding data for the sake of it. The Cloud would have long deleted any record of the config item and you may still have records!

RudiApprentice

asked in Analytics, Reports & Dashboards

Unable to export or create reports on serched tickets

Hi Rudi I would do this by setting the parameters of the ticket in my chart filters, then going to the underlying data in, clicking on the gear to choose my fields for export. And then export underlying data of the chart. I know this is possible for Service Items too, so I have been able to export very specific parameters of tickets, such as Service Item, tag, or custom fields with a specific value in a service item

joakesApprentice

asked in Automations

Looking for direction setting up Workflow\Request for access to AD on-Prem security groups

Hi JoakesYou can set up a custom object with the following fields that would then work. Depending on how dynamic your groups are you may wish to use the Microsoft APIs to update the records automatically.Group Name (User Friendly) - Make this primaryObject IDGroup Name (AD name) Then you can use the custom object as a look up in the service request item, and use a read node to find the matching object ID for your workflow. If you want to be really clever you can also add approver(s) as a field in your custom objects so the workflow may automatically assign approvals to the right person before proceeding with the add user command.

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