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ITOM Unlocked: Using workflows for alerts

(Tue, 21 May, 3:30 pm)

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BortFrenzyContributor

Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

Important update: The new Sandbox will be rolled out for Enterprise plan customers in batches starting early next week. We chose this approach to ensure a seamless transition for everyone.Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024.Product version: 2024.R04L.01New Features and Enhancements Ticket List View Enhancements Enhanced Reply Suggester Granular permission controls for service item fields and approvals Improved collaboration with ticket sharing Availability of conversation import for Slack Resolution note enhancements Introducing the Revamped Sandbox Requester Audit Log Enhancements Explore a Modern View for Changes Save custom views for alerts Closure rules for major incident ticket type Kubernetes Cloud Discovery Discovery Probe 5.3.0 Jamf Marketplace App with OAuth Authentication Take Action on AWS Cloud Assets Enhancements to users table in S

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bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications Issue

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

bzanoelloApprentice

Automations and Workflows

how to route tickets based on certain fields in the contact register

Hi there,We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register. For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact. We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents. Can somebody help us here? Thanks and best regards. Bruno

tbh-swilhelmCommunity Debut

Asset Quantity Updated not Triggering

I have added fields to our ‘Consumable’ asset type, specifically to track a re-order threshold. I also implemented a workflow to notify us when the quantity on-hand drops below said threshold, and it works if I manually alter the quantities.However, it does not appear to trigger if the quantities are updated by fulfilling a service request.Has anyone else encountered this issue?

SvendKApprentice

Freshdesk Search field moves on page load

I’m often going to Freshdesk to search for a ticket number listed in our other systems, like ‘12345’.I go to the Freshdesk site and immediately click the search field to paste the copied number.But while loading, the search field is being moved by other icons in the top menu bar, so I miss-click and click those other icons instead. I understand that profile icons etc. by standard is right-most, but the search field might be one of the most used features. Can you find a way for it to not move while loading? You _could_ move the search field right-most and then any icon and other stuff to the left of it. It wouldn’t be “standard”. But if would be better… :-)Or just don’t show the search field until loaded. I’d dread this solution, but it would stop me from clicking something that is moving :-) First load - still loading the pageFirst load - page load is finished and Search field has moved

AnushaCommunity Manager

Announcements and Events

Meet Subject Matter Expert Vidhi Sharma >>> ITOM UnlockedNews

Hello everyone!I’m really pleased to announce our first ever live Q&A session with our ITOM Subject Matter Expert (SME) @vidhisharma on Tuesday, May 21 at 5.30PM CET |9PM IST| 8.30AM PT.This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on workflows for alerts and interact directly with our SME to clarify their doubts. This format will be ideal for community members who have unique use cases for managing their alerts, and would like our SME to help them craft their workflows. So drop your questions in the comments below for Vidhi to take them up! But first, I’d love to introduce Vidhi and share a little more about her below:---------------------------Senior Product Manager Vidhi SharmaMeet Vidhi, a Senior Product Manager at Freshworks with a focus on Freshservice IT Operations Management (ITOM). With her expertise, she led the development of the new UI for the On-Call Management module and is currently drivin

AndyRussellSkilled Expert

Power BI timestamp query

Hi, we’re pulling data from ticket fields using PowerBI but all the timestamp data such as when the ticket was logged and responded to is 7 hours offset (earlier) than our current time zone. Is there a setting somewhere to set the relative time of the underlying data? The times on the Freshservice console view of the tickets are all showing correctly. ThanksAndy

BortFrenzyContributor

Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications Issue

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

bzanoelloApprentice

Automations and Workflows

how to route tickets based on certain fields in the contact register

Hi there,We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register. For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact. We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents. Can somebody help us here? Thanks and best regards. Bruno

tbh-swilhelmCommunity Debut

Asset Quantity Updated not Triggering

I have added fields to our ‘Consumable’ asset type, specifically to track a re-order threshold. I also implemented a workflow to notify us when the quantity on-hand drops below said threshold, and it works if I manually alter the quantities.However, it does not appear to trigger if the quantities are updated by fulfilling a service request.Has anyone else encountered this issue?

SvendKApprentice

Freshdesk Search field moves on page load

I’m often going to Freshdesk to search for a ticket number listed in our other systems, like ‘12345’.I go to the Freshdesk site and immediately click the search field to paste the copied number.But while loading, the search field is being moved by other icons in the top menu bar, so I miss-click and click those other icons instead. I understand that profile icons etc. by standard is right-most, but the search field might be one of the most used features. Can you find a way for it to not move while loading? You _could_ move the search field right-most and then any icon and other stuff to the left of it. It wouldn’t be “standard”. But if would be better… :-)Or just don’t show the search field until loaded. I’d dread this solution, but it would stop me from clicking something that is moving :-) First load - still loading the pageFirst load - page load is finished and Search field has moved

AndyRussellSkilled Expert

Power BI timestamp query

Hi, we’re pulling data from ticket fields using PowerBI but all the timestamp data such as when the ticket was logged and responded to is 7 hours offset (earlier) than our current time zone. Is there a setting somewhere to set the relative time of the underlying data? The times on the Freshservice console view of the tickets are all showing correctly. ThanksAndy

andrewcruzrApprentice

API and Webhooks

Could'n get tickets using per_page

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks

mj523423Apprentice

Automations and Workflows

how to use automation to assign ticket to different group based on the whatsapp number

may i know how to use automation to assign ticket to different group based on the whatsapp number.e.g.if ticket is created from source whatsapp and the whatsapp number is A, assign ticket to group Aif ticket is created from source whatsapp and the whatsapp number is B, assign ticket to group B

NenniApprentice

Agent View of tickets when they are the requester

Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer?

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