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49 Topics

JTAVOLAROSkilled Expert

freshservice workflow that can change the requester of an emailed ticket

Does anyone have a way to change the requester of an emailed ticket using workflow?Someone sends an email to FS to create a ticket, but they want all notices and communications to go to someone else.

7 days ago

ayounkh123Top Contributor

asked in Employee Onboarding

Freshservice Onboarding - Custom Attributes & OU Automation

Hello CommunityI am new to Freshservice and managed to start using the Employee Onboarding via Orchestration.Unfortunately, I tried all my best and failed to achieve below Tasks.Office & WebPage Field using Custom Attributes Created User Move to their respective OU based on the Department they selected when filling up the formFor Custom Attributes i tried all my best but didnt succeed and even got support from Freshservice - they are keep saying check your AD or with Microsoft.Manual way through Powershell on native works.Can any of you if experienced such help me out ?This would really be helpfulMuch AppreciatedRegards

27 days ago

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

Disable closing of tickets

is there any way to prevent certain agents from setting a ticket status to “closed”? We want them to only set tickets to Resolved. I recognize it’s a training issue, but was wondering if anyone else came across this?Thanks!

1 month ago

RMG.TDAContributor

asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch

Hello everyone,For my internship at our company I am going to automate a lot of stuff for our helpdesk and as a starter I’m building an Employee Onboarding Automator using Microsoft Active Directory Orch.I’ve built it very similarly to the sample use case delivered by Freshservice but unfortunately I’m not getting the results I hoped for so far using placeholders.I am wondering if I can enter flat PowerShell cmdlets like the one below into fields, for example for the field user_principal_name in AD User Creation:$UserPrincipalName = ($GivenName + "." + $Surname).ToLower() + $DomainTo get the result john.smith@company.local for example.Does the app just accept the command as raw input? Or do I need to dress this up somehow?

2 months ago

GarudaCommunity Debut

asked in Automations

Multiple Workflow Automations

I know this has been asked in various different ways but I haven’t found a concrete answer.I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop. The number of apps will vary.Right now a child ticket is created and attached to that child ticket are the various apps to install, listed as Service Request Items. The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software.But I cannot get the automation right. If I do one Workflow with multiple conditions for the software, once it hits the first ‘yes’, it runs and that's it. It doesn’t go through the rest of the conditions.If I create multiple workflows, only one fires.Is there a way to have multiple workflows fire for one ticket? Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?

2 months ago

sherisegTop Contributor

asked in Employee Onboarding

Workaround for Reporting Manager Portion of the Module

Right now, the onboarding module relies on the reporting manager to make their selection from the build kits before the main ticket can even be created for the new onboard. I believe there may be two paths forwardTo find a workaround where the main ticket is created before the reporting manager is notified. To remove the reporting manager from the onboarding form portion and find a workaround to still use onboarding kits. Has anyone found a workaround for this?

3 months ago

christian.mentorSkilled Expert

asked in Automations

Expression Builder test works, but not in production

Is anyone else experiencing this problem when building a workflow — the expression node will show during testing that a operation performed as expected, but during live ticket automations, the output is different and causes an error?Expression node test result Workflow automation execution result I’m using the following expression to delete everything in ticket description except a string nestled between two specific delimiters:regexReplace(regexReplace('{{ticket.description}}','^(.*?«)',''),'»(.*)$','')So the input would beLorem ipsum dolor sit amet «ASDFGHJKL123» some other textAnd the output would beASDFGHJKL123I’ll try to find a workaround, but it makes setting up this workflow frustrating.Any advice would be appreciated. Thank you!

3 months ago

Justin_MContributor

asked in API and Webhooks

"this field cannot be empty" error message when attempting to create a solution article via API

When I attempt to create a solution article from URL using the Article creation API, I get the following errors: "description": "Validation failed", "errors": [ { "field": "title", "message": "This field cannot be empty", "code": "missing_field" }, { "field": "description", "message": "This field cannot be empty", "code": "missing_field" }, { "field": "folder_id", "message": "This field cannot be empty", "code": "missing_field" }, { "field": "status", "message": "This field cannot be empty", "code": "missing_field" } ]I have all of these values set in the API call. I have tried all sorts of formatting to make sure that the values are the correct type as well. I am using postman currently, but I have also tried just running this in powershell with the same result. I am sure that there is some

3 months ago

jon.mouTop Contributor

asked in Ticket & Workflow Management

Running Multiple Workflows on a Single Ticket

Hello, I have been expieriencing some issues running multiple workflows on a single ticket. Essentially when a ticket is created we have several tasks that needed to be added based on multiple fields being selected on the form. Right now a single workflow would require a lot of duplication. With multiple workflows I wanted to have a the trigger be the same (Service Request is raised) and have the main condition be the same as well (Service Request item is X). Does anyone know anyway to achieve this? Thank you!

4 months ago

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

I asked for some guidance from FreshService support but I’m not they understood what I was asking for. I want to create a small ordering portal for medical supplies within FreshService. So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need. Do I add each item as a service item and then import it into something? This is where I get confused. Or can I create one service item with all items inside? Any help is appreciated.

5 months ago

RsomersApprentice

asked in Ticket & Workflow Management

Problems vs Child Ticket

I’ve been trying to figure which would be a better solution for my teams. The prior admin for FS before departure had the mindset of utilizing a master ticket and only link other tickets as children so the master would close the child tickets. They stated it was easier all around. Problem tickets I am more akin to as that sounds better all-around for incidents. Though this debate was sparked due to this being multiple incidents from an outage (no real solution just started working again) and so would this be better stated for Problems or Master incident with child tickets attached?

6 months ago

michaelmartelSkilled Expert

asked in Getting Started

New Freshservice Implementation

Hello,We are getting ready to implement Freshservice as our internal ticketing platform. We’ve purchased the gold implementation package. What would you do different if you were starting over? Do you have any suggestions on what to do or what to avoid?

10 months ago

tyler.brandtSkilled Expert

asked in Assets

Ability to hide 'child request' forms from the main catalog in portal v2

Does anyone know how to make the script from this thread work in portal v2?I was using it in v1 to hide a category of child items that no one needed to see, but it doesn’t appear to do anything in v2.Code for reference:<script>var cur_loc = window.location.pathname, req_loc = "/support/catalog/items";if (cur_loc == req_loc) { jQuery(document).ready(function() { jQuery("#categories").find("[data-id='5000223941']").hide(); }); }</script>

11 months ago

shannon.mejiaSkilled Expert

asked in Assets

Conditional Questions on Service Item

We have questions on our Service Items and want to trigger other questions based on the answer to those questions. I know it is possible, but cannot figure out how to do that? Can anyone help?

11 months ago

BrynCYDEFSkilled Expert

asked in Automations

Automator workflow Question: Event = Reply is received?

Hi all you Smarty McSmartisons (lol!) 🤣I’m trying to add a note and then send an email when a closure email is received from a partner regarding an open ticket.Our partner doesn’t put anything useful in the text of the email but their subject line changes to include “Has Been changed to: Solved” - I would like the FS automator workflow to trigger based on FS receiving an email with these keywords in the subject line.In Workflows, in the Event module I’ve tried “Note of any type” is added by Anyone and then use Liquid filters to search the subject line for those keywords. Does not fire for me.I am also not able to find an Event that fires because a Requestor has replied to the ticket (aka note added).Any help gratefully received!ThanksBryn

1 year ago

MalteApprentice

asked in Assets

Service Request - Bundle within a bundle

Hello,is it possible to have the item selection from an existing bundle which is part of another bundle?If I add the bundle to the service request I only have the selection for the custom fields but not the items added in that bundle. For example, this is the bundle when choosing it directly from the service catalogue: And this is what it looks like, when it’s added to another service request within a bundle: This would be a very practical way to summarize service requests and make them clearer. Best regardsMalte

1 year ago

Chris SherlockSkilled Expert

asked in Assets

Asset fields in emails to customers

We have a workflow where we need to notify an external vendor via email that we have sent them a laptop for repair. The email they receive needs to have the name of the officer who logged the incident, a description of the problem with the laptop, and the serial number of the laptop we have sent to them. I can get all the fields out of the system, except the associated asset’s serial number. There is an associated asset name we can include, but we don’t seem to be able to output any other asset fields. How would we get the serial number, or any other asset field, to populate into the email template?

1 year ago

hsavardContributor

asked in Automations

Scheduler creates multiple instances of the same task

Hello,Since the last update we’ve been having issues with the scheduler. It’s creating multiple instances of the same task when it’s only programmed to do once. Has anyone been faced with this yet ?

1 year ago

afautleySkilled Expert

asked in Automations

API Key error access denied

Noticed on November release notes that they are depreciating Basic Authentication in the web requests.I’ve tried to move over to API Key but am getting an error.Is anyone else getting this

1 year ago

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?

HelloI wanted to add an asset via API to a Service Request Ticket which the user selects in a custom field in our Service Request Item.When reading the requested items via https://XXX.freshservice.com/api/v2/tickets/XXX/requested_items.json I get this:{ "requested_items": [ { "custom_fields": { "request_type": "Replace old device and order a new one", "manger_new_employee": null, "date_of_entry_new_employee": null, "comment_new_employee": null, "select_your_old_computer": 52000100785, "what_should_happen_with_the_old_device": "Buy for private use", "manager_replace_device": 52000148148, "comment_replace_device": "TEST ORDER! do not delete!" }, "id": 52000078156, "created_at": "2022-11-03T13:58:41Z", "updated_at": "2022-11-03T13:58:41Z", "quantity": 1, "stage": 1, "loaned"

1 year ago

Chris SherlockSkilled Expert

asked in Analytics

Using analytics module to send reports to management

I work for a College that has a fleet of Macbooks we give to our high school students. As an all boys school, we have a significant number of repairs every quarter, and we are trying to run reports that look at both repairs being done and loan laptops we have given to the boys.One of my reports is on loan laptops. Management likes to see a list of students in a tabular format, with some pie graphs at the top showing breakdown of individual year groups.The analytics module is excellent and works very well, but they want this report in PDF format. Unfortunately, this doesn’t appear to be possible currently as the analytics module only shows a single page when you email the report as a PDF.Is there any way that we can show all the data (with the graphs) in a tabular format? We were able to do this in the old reports module, but we seem to have lost this functionality with the new analytics module.

1 year ago

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Service Item Checkbox

Does anyone have an example of using a checkbox on a Service Item and evaluating if it is selected?I’m trying to figure out how to evaluate in a condition on the workflow if the checkbox is selected or not.After searching for over an hour through expression builder information I can’t find any examples of testing if a checkbox is selected and then taking some action based on that.

1 year ago

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

Hello,I was wondering if it would be possible to edit the Welcome message when you log in to the support portal. At this moment it says: Hi, How can we help you? But, my "challenge” for my customer is, to get the name of the requester between ‘Hi’ and the Comma (,).So, If I login, the welcome message will say; Hi Chris, how can we help you? I hope someone knows how to do this. Thanks in advance!

1 year ago

jbass007Apprentice

asked in Portal/Knowledge Base

Service Desk Orginization

We use service desk for many items, staff can request access to software, IT accessories, and use it to list all items on-boarding needs for HR. But the catalog is a mess and just a collection of all items. I made new items like “IT Accessories” and linked all accessories under that item. But i cant get them to not show up on the main page and still show up under the new group. Is there a way to make each item show up in select spots? The visible group wont work as it removes the view from everything.

1 year ago

BryceKSkilled Expert

asked in Analytics

Inactive Agent Notice for License Removal

Inactive Agent Notice for License RemovalHello FreshService community, How are you handling agent adoption and account usage metrics in a large helpdesk environment?We have several teams joining the platform but there are a few agents who have not signed in over a month and taking up a license. I am looking for an automated way to open a ticket, as a notice to me and them, that they have not logged in for n-days and account will be deactivated soon if no response in n-days.Currently, this is a manual process can only be found by manually looking at agent last activity date. We cannot pull this data in the new analytics reporting either. Feature request worthy or how do you manage this issue?

1 year ago

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