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I have a script that uses the v2 tickets endpoint to return tickets updated since a specific point in time.  The script loops through each ticket returned and, for each, calls the time_entries endpoint to retrieve its time entries.Examining the return headers on the very first API call to get the list of tickets reveals a rate limit of 120 and remaining count of 119. However, the first time the script calls for time entries (on the very first ticket) the API returns a 429 error. Presumably, this would be the second call from a rate limit perspective.We have no other apps using the API key. We are on a Pro plan.Any help would be greatly appreciated. 

I am working on an orchestration for when users go on leave that will block their logon by editing the “logonhours” attribute in AD to block logon.I am able to edit other attributes in the custom_attributes field without an issue, but when I go to update logonhours, I get the following error in the screenshot below: In case the picture doesn’t load for anyone, the error is:The request is not supported At line:1 char:1 + Set-ADUser -Identity 'CN=Test User,OU=************************************************ ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (CN=Test User,OU...s,DC=*********************) [Set-ADUser], ADException + FullyQualifiedErrorId : ActiveDirectoryServer:50,Microsoft.ActiveDirectory.Management.Commands.SetADUser Disabling the user is not an option as it will kick off other automation that will break other things in the domain including their IP phone setup. Is this field not able to be updated throug

Is there a way to allow agents to re-activate Requesters? Global Admins can do it, but I would like my agent who is doing employee lifecycle to be able to re-activate. I provided Requester ‘edit’ access but he still gets an error. 

Hi everyone, how can I connect my Power BI desktop app to the tickets information on FreshService? I want to create custom metrics and dashboards and check them directly. Currently I can export a file manually (as Growth doesn’t allow to schedule and so I cannot get an API URL) and connect directly and do the updates.However, I would love the option to just have a direct connection to it, check real time (almost) for metrics and dashboard at any time. I have a Power BI Pro license and FreshService has been our ticketing system for over a year now.I know this is possible with FreshDesk, but with FreshService I have been unable to find a solution using some articles on this group. There are some third party services, but those are static dashboards or is pricey. We want to be able to create a direct connection and produce the exact metrics that our director needs. thank you!

I am attempting to create an automation that will send ticket info to a webhook when a ticket is updated.  If the ‘Push to Monday’ custom field is selected. Currently it is working only when the ‘Push to Monday’ field is updated.  I would like it to work on any update to a ticket where the ‘Push to Monday’ field has been selected. 

Has anyone successfully set up a custom URL for a Status Page?  The documentation for this functionality is unfortunately lacking and doesn’t give any instructions.When setting up a custom URL, there is a button to “Generate CNAME”, which then creates values for “CNAME record” and “CNAME value” and displays a Configuration Error, as shown below. I assume the next step would be to work with our network team to plug in the CNAME value as a CNAME record for the URL that we provided, and then come back into Freshservice and click the refresh button once implemented.  Is this correct? Thanks in advance for any insights on this!

Hello,We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like “Please indicate which expenses you incurred”. I’ve included a screenshot of the section of this ticket form.  Thank you!Anna

On my portal, I would very much like to have a separate tab for FAQ articles. I also want the folders arranged in a list on the left, with the articles within showing in a list with only the title showing, with a expand/collapse button right next to each title, that makes the content of the article appear/disappear.Freshdesk themselves has this:Emails : FreshdeskHas anyone here been able to do this with coding? and if so, could someone maybe provide some snippets and a short explanation of how to do it?

Hi All,I’m setting up FreshService and looking for a bit of your more experienced guidance. We are moving from an old version of Jira where everything is simple logged as a ticket and we add it to a category. but we’d like to use FreshService properly and use better types.We also have a requirement that all tasks we do in IT infrastructure need approval.For internal IT issues, such as setting up a new PC, a new switch, new server etc, what type do ye log those under? For example setting up a new laptop. just to have it ready. No user has requested it so having it in under a service request doesn’t make sense to me. I don’t want users to be able to see it as an option so I haven’t included it under ticket categories, and projects can’t include approvals, as far as I can see.Change looks like the best option, but there is a lot of required fields in a change form that don’t apply, if I could remove or rename fields there is would be great.So how do ye log internal everyday IT tasks users

Hello community, I would normally go to the support team for this but seeing how they are a bit delayed at the moment (hoping everyone is ok), I thought I would reach out here to see if anyone has posed this question before. Does anyone happen to know how long data resides on the FS servers once something has been deleted? I know it says once we delete a ticket and remove it from trash, it is unrecoverable. However, I am curious how long it takes to actually remove it from the AWS server. Thanks in advance for any insight anyone can provide!Zach

Is there a way to determine how long a ticket has been in pending (or any other status) and do actions based on that in a workflow?

Hi all,I am trying to modify our knowledge base view to show the category descriptions, but I cannot find instructions on how to include this. Is there custom code available to include the category description for each category when users are viewing all of our solution categories?

I have been testing out the sample API calls for the freshworks API for Integration that we need to do. I have tried to post to our API using Custom Objects I have already set up and received the message  "message":"POST method is not allowed. It should be one of these method(s): GET, HEAD"} We have the API Key and I can do a Get of the Custom Object Records but POST does not seem to be allowed  

Is there a way to create an announcement template?  we want to have a signature on all announcements since it is also being sent out via email.  Is there a way to do this?

Whatever mails I reply from freshdesk, all of the replied to cc show undelivered.This has started happening 4th Jan 2024 onwards.Refer image below: ( everything marked in cc is always undelivered, even though the email are operational. ) 

We’re trying to create sub-tickets (*not actual “Child Tickets*) via an API call, but we need to be able to transfer attachments from the main ticket to them (they generally only have one attachment).When I attempt to put the attachment section from the JSON of the parent ticket into the creation payload, I get a Validation Failed on attachments field of datatype_mismatch with message “It should be of type valid file format”.Here’s the payload I’m putting into my POST to /api/v2/tickets{"email": "REDACTED@redacted.org","status": 2,"priority": 1,"source": 1,"subject": "Child Vaya Onboarding Test","description": "This is a test to Business Apps. Please refer to the parent ticket for attachments.","workspace_id": 2,"group_id": 23000165356, "attachments": [ { "id": 23005786611, "content_type": "application/octet-stream", "size": 1306, "name": "EMP--2024_01_18.csv", "attachment_url": "https://REDACTED.atta

None of the link to the free themes are working.Can someone help out with free themes one can use? Its been a whole hell lot of work getting to see themes.Help!

We have several company-names/domains in the company.When a user changes company/domain, their mail changes, which causes Freshservice to create a new user - leaving a clean up job for the admins.Is there a way to change the “master”-field from email to samaccountname?

Are logs available for agent permission changes? I found the logs for requestor updates but can’t find logs for changes to agents’ permissions.

How do you add a custom field to the service item subject field? If the Custom Item is a text Box named “Brief Description of Device” this is what I have tried and it dose not work for me {{custom_field.cf_Brief_Description_of_Device}} any ideas?

Hi dev community,  i have been looking for a elegant solution to store call recording along with phone call logging. but according to the documentation i have not found much field to store recording or any hyperlink address to place voice_audio_link. Is there anyone who have done this before or implemented this.  

Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you  Have a great day and stay safeRegardsLucas

How can I make the Planning section of a Change mandatory before requesting approval is allowed? Currently, an approval can be requested without filling out any of the Planning section. We need the full details to go to the approver.

I need to edit this particular view to add more fields or edit the current ones. Is it possible?  

Hello Berlin community!I have been hearing feedback on a few occasions that the current knowledge base hierarchy is not sufficient for some customers - this is especially the case for multinationals that operate at significant scale.Currently, Freshservice supports 3 layers (category, folder, item) which typically does not support use cases very well that have a) multiple functions working in one tenant and/or b) that have more demands on regional and country level distinction.Does this resonate with any of you? And, has anyone found any workarounds or ways of working that offset this current limitation somewhat?