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Topics started by karthik.pasupathy_old

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karthik.pasupathy_oldContributor

Gantt Chart for Projects Is in Beta Now!

Hi Everyone, We've rolled out the beta for Gantt chart. As a result, some of you who had requested the feature, will be able to see the Gantt switcher in your accounts. For those who wish to try out the feature, kindly reply to this thread, and we'll be happy to enable it from our end. How does it work?For the accounts that have got the beta feature, as soon as you land in the project card view, you can now see a toggle switcher to the timeline view (highlighted in red). Clicking on the toggle, you would land in the project timeline view. Mouse hover on any of the project to get a quick glance into the progress of the project. If you wish to see the gantt chart representation for the project, simply click on any one of the project and it should take you to the gantt chart view for the project.You can consume the Gantt chart in the full screen view by clicking on the expand button.If you wish to get back to the task list page, you can use the toggle. What are the use cases rolled out fo

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ShahlaNoor
Community Debut
3 years ago
K
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karthik.pasupathy_oldContributor

Webinar on June 20, 2019: How to Onboard New Hires with Employee Onboarding

Onboarding new employees involve collaboration among several internal stakeholders such as the HR, the reporting managers, and the IT team. The Employee Onboarding feature in Freshservice will help you streamline the employee onboarding process. The module collects relevant information from the HR executive, the reporting manager, and the employee and hands them over to the concerned IT and facilities team. Join our FREE webinar to learn how to onboard new hires with Employee Onboarding feature in FreshserviceDate: June 20, 2019Time: 10 am PT/ 1 pm ETTo register for the webinar, click here. In this webinar, you'll get answers to the following questions, What is Employee Onboarding?How will Freshservice be of help?How to configure the employee onboarding module?How does one keep track of the information sent by the reporting manager and the employee?

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liaske33
Community Debut
2 years ago
K
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karthik.pasupathy_oldContributor
posted in Ticket & Workflow Management

Spotlight #2 - Improve Your Productivity with Calendar and Tasks

With so many incidents and service requests coming in on a day to day basis, there is a higher probability of you missing out on important tasks. But, we already have a well-known solution to handle this problem - Calendar and To Do Lists.Freshservice has Both a calendar and a to-do list helps you stay on top of your day to day tasks and complete them on time.This post will talk about how effectively you can use Tasks to be more productive every day.CalendarThe calendar icon in the top right corner of your dashboard gives you a complete view of all the Changes and Tasks scheduled for the day. A change is added to the calendar based on the planned start and end date you choose while creating a change.You can switch between tasks and changes and also get a quick look of tasks assigned to you the whole day, week, or month.And, not just that! You can also view tasks assigned to other agents or other members in your group.Tasks and changes cannot be added directly to the calendar. They can

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G
Community Debut
5 years ago
K
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karthik.pasupathy_oldContributor

We've expanded the scope for Access Control Limitations

The new enhancement under Access Control Limitation will allow you to set individual scope for every module while creating a custom role. This is applicable for the following modules,  Tickets Problems Change Release The set scope will be visible when you're allocating the custom role to a new or an already existing agent.  If you wish to know more about the changes, kindly take a look at the following solution articles:  How to create a new custom role (and why) Setting agent roles and permissions

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M
6 years ago
K
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karthik.pasupathy_oldContributor

Notification Center - a New Way to Stay on Top of Your Tickets

Receiving notifications at the right time helps a great deal in keeping track of the tickets, approval requests, etc. The Notification Center in Freshservice allows you to configure and manage in-app and desktop notifications.  With Notification Center, you can:  - Enable/Disable desktop notifications - Configure notification preferences - Manage sounds for desktop notifications.  To know more about Notification Center, click here. What does this mean? You will have complete control on what needs to be displayed as an in-app notification. 

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K
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3 years ago
K
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karthik.pasupathy_oldContributor

Webinar on Jan 30, 2019: Turn Data into Insights with Freshservice Analytics

Did you know that 55% of businesses do not find all their metrics useful or valuable? Also, most businesses spend at least 4 to 7 hours, a month, collating reports.The service desk is overloaded with data but it is of no use unless you can derive insights in order to make meaningful decisions. Join our FREE webinar to learn how to turn data into Insights using Freshservice Analytics.Date: January 30, 2019Time: 11:30 am PST/ 2:30 pm ESTTo register for the webinar, click here. If you have a role in the service desk decision-making process, then this webinar is not to be missed. Post this webinar, you will walk away with the following learnings:Why reporting matters?Top 3 reports to identify bottlenecks and improve business processesHow to customize reports that match your specific requirements?Useful tips and tricks of Freshservice Analytics featureUpcoming enhancements around Reports & Analytics

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K
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3 years ago
K
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karthik.pasupathy_oldContributor

Support for TLS 1.0 discontinued in Freshserevice

Update: TLS 1.0 support has been deprecated as of 8th March 2018.Freshservice will disable support for TLS 1.0 from 08 March 2018 (Deadline extended from 30 January 2017 to allow customers to upgrade Freshservice Discovery tools). This is in line with the industry move to TLS 1.1 or higher and will provide better security when you're connected to our service. To ensure uninterrupted services, we request you to check the following: Web browser compatibilitySupported mobile OS versionsAPI compatibilityDiscovery probe and Discovery agent compatibilityTo find detailed specifications about compatibility, kindly refer to our solution article.

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K
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3 years ago
K
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karthik.pasupathy_oldContributor

Introducing Team Huddle - A new way to communicate with your fellow agents

What's new? We've introduced Team Huddle, a new feature that allows you to chat with your fellow agents regarding a ticket. The chat-like UI will help you initiate a conversation within a ticket, allowing you to brainstorm with your team and resolve issues faster.  With Team Huddle, you can: - add multiple agents to a conversation - see whether your fellow agents are online - share files related to a particular ticket - reply to specific messages in a conversation thread - highlight any portion of the ticket and start a discussion To know more about Team Huddle, click here.  What does this mean? You can instantly connect with your teammates and get more context regarding a ticket. This will help you resolve issues faster. 

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K
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3 years ago
K
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karthik.pasupathy_oldContributor

Freshservice introduces Asset Impact

You can now automatically re-evaluate the impact of an incident or an alert ticket when a new asset is associated with it.  The feature titled “Asset impact” compares the “impact” field from the ticket details page against the impact of the newly associated asset and updates the impact field value to whichever is the highest. For example, imagine a ticket that has “medium” under the impact field. If a “high” impact asset is associated to the ticket, the value of the impact field will change from “medium” to “high”. The change in the impact will always be from a lower value to a higher value and not otherwise. It can go from “medium” to “high”, but not otherwise.  If priority matrix is enabled, the newly assigned impact status will also affect the priority of the ticket. To know more about Asset impact, click here. What does this mean? Asset impact prioritizes tickets handling critical (high impact) assets that needs immediate attention. This will help the agents

100
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 31st July 2018

EnhancementsThe Asset Tag can be used to easily identify an asset and this can then be used to generate asset labels. These labels can then be scanned using the Freshservice mobile app to quickly view the asset details. To simplify generating a unique asset tag value, Freshservice will auto-generate an asset tag for all new assets if the asset tag is left blank while creating the asset.Email notification templates now support HTML content in the email body. This includes rich text, hyperlinks, tables, images, and more.Bug FixesDelivering cc notification emails failed if the email contains special characters such as “[“. This has been fixedLive notifications were not working on the helpdesk and the support portal. This has been fixed.Fixed an issue where agents were unable to see the full name of fields if the field name is too long.

150
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 07th August 2018

FeaturesWith the latest release of Freshservice we have now introduced an exclusive place to view all pending approvals in the form of a single list view. If you're an approver, you can now view all requests belonging to service request or Changes. You can access the list in two ways:‘Approvals’ tab inside the notification inbox (bell icon)‘Pending Approvals’ button under the primary list of options on the Requester portalNote: This view is currently available only for ‘Requesters’.EnhancementsThe Freshservice discovery tools will update the Last Login By username every time the device syncs with Freshservice. The Last Login By field will be available under the properties section of the Asset overview page. This will allow asset managers to keep track of the user who is using a device on a regular basis. This field will be updated only for Windows devices with this release and will be extended for other operating systems in the future.The IP Address field will available as part of the

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jackychane
Community Debut
3 years ago
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karthik.pasupathy_oldContributor

Release notes - 24th July 2018

EnhancementsYou can now edit the 'User Name' field while setting up custom mailbox for Incoming mail settings. Bug FixesFixed an issue in the New Ticket and Ticket Details page where the agent drop down was not sorted correctly when a group is selectedFixed an issue where audit logs did not load when language is set to FrenchFixed an issue where searching values under ticket dropdown (in dynamic sections) did not work as expected

70
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 17th July 2018

EnhancementsAccount admins can now exercise the right to ‘Restrict Data Processing’ under the GDPR guidelines and choose to opt-out the entire account from product performance tracking (Admin -> Account). This will stop sharing product usage data with Freshservice and all sub-processors. Bug FixesFixed an issue with the Discovery Probe where synced AD users were automatically marked as deleted if the name contained a space or single quoteFixed an issue with the Discovery Probe where the Probe installation was blocked by a few antivirus applicationsFixed an issue with the Discovery Agent for Windows where the Agent installation was blocked by a few antivirus applicationsFixed an issue in Dispatch'r and Workflows where 'Add cc' action was not working in some casesFixed an issue under Round Robin assignment where the assignment happens before group assignment if the ticket requester has company and the group is already assigned for that help desk URL. Fixed an issue where users were un

100
K
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3 years ago
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karthik.pasupathy_oldContributor

Release notes - 09th July 2018

Bug FixFixed an issue in the description section under time tracking. The issue made special characters such as  '  appear in its html code format, and it has been fixed. Oauth App was not getting installed. The issue has been fixed now. 

60
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes : 6th June - 25th June 2018

FeaturesWe've introduced Software License Management as part of CMDB. The capabilities for software license management can be accessed under Software module. You can use this section to maintain software license contracts and viewing compliance information. For more information, click here.Smart Article Suggester, a feature that automatically suggests solution articles to users based on the type of issue raised in the ticket. The feature uses machine learning techniques to identify and recommend solution articles that are more relevant to the issue that is raised. The feature is currently available in early beta. To know more about the feature, click here.Bug FixesThere was a problem while creating business hours - when 12 am is selected as the end time for business hours, in certain cases it was not saved properly. This issue has been fixed.Deleting a custom filter in ITIL modules threw a 500 error - Custom filter in Problems, Changes or Releases when deleted will throw an error. This

100
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 05th June 2018

MarketplaceEvent APIs for Urgency, Impact, Category, Department in New Ticket page and Ticket Details Page. Interface APIs to disable planning section & change properties in New Change and Change Details page. Event APIs for Impact, Risk, Category, Department properties in New Change and Change details page.Bug Fixes:Fixed an issue with the feedback widget where agents could not open the screenshots sent through the feedback widget as the files did not have the correct extension.Fixed an issue where an Agent who has been downgraded from Admin to Regular Agent with no Admin privileges continued to receive admin notifications.

120
K
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3 years ago
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karthik.pasupathy_oldContributor

Release notes - 22nd May 2018

Marketplace:Introduced support for the following new app locations in New Change and Change Details pages. You can find more information here. new_change_sidebar and new_change_background for New Change pagechange_background for Change Details pageBug Fixes:Fixed an issue where accounts with configured CNAME couldn’t access SAMFixed an issue where the Tickets I Requested filter was not working in Agent list view.

60
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 15th May 2018

Marketplace:App developers can now conditionally hide/show change fields to have dynamic change properties.Introduced interface APIs to hide/disable/show the default ticket properties - Group & Category.Bug Fixes:Fixed an issue in the associate asset APIs for Tickets where only assets of hardware and its child types could be associated to ticketsFixed an issue in contracts where users got a 500 error when viewing contracts updated through API

50
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 08th May 2018

Bug Fixes:- Fixed an issue in the discovery probe and discovery agent where new domains were not created in the domain field when creating a new device- Fixed an issue with the modification of profiles of users who are authenticated using Google

60
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 01st May 2018

Features:Solution Article suggester for agentsNow agents can suggest a solution to an employee on a call without moving away from ticket creation page. Scenario: An agent gets a call from an employee regarding a printer issue. While the agent is creating the ticket, she can see the related solution article in the same page, so that she can click on that and suggest a solution right on the call. If there is no related article, she can continue to log the ticket and work on it.Enhancements: Admin audit logs feature is now available as an add-on for accounts in Garden, Estate and Forest plans.Marketplace:PowerBI app now helps organizations visualize their Freshservice data as a dashboard inside their Power BI account.Introduced Event APIs in New Ticket Page as well as Event APIs and Interface APIs in Ticket Details page to hide the ticket properties - Urgency and Impact. Refer here.Added support for testing out the app installation experience using Custom Installation page. Once you have

100
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 24th April 2018

Feature:Freshservice Ticket Summary Dashboard Widget : The native android widget will allow agents and admins to monitor and measure performance of their helpdesk without having to visit the computer or open the mobile app. The widget can be placed anywhere on the mobile screen. The widget auto refreshes every 10min, the agent/admin has an option to refresh at will. How to Enable the dashboard?        - Long press on the phone Home Screen    - Select 'Widgets' from the bottom option list    - Scroll to the section F, you will find the Freshservice Widget listed there    - Simply drag and drop the Widget where ever you like, that's allBug Fixes:Fixed an issue where users could not login to the Freshservice developer portal if they had a CNAME configured in their Freshservice accountFixed an issue where the asset state was always set to “In Stock” when updating other properties of an asset using APIsFixed an issue where the Bomgar integration was not working for accounts with custom doma

90
K
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3 years ago
K
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karthik.pasupathy_oldContributor

Release notes - 17th April 2018

Features:Software Asset Management - a new module that allows you to manage all the software in your organization network. With SAM, all your software will be brought under the Software module that can be accessed under Assets from the left sidebar. SAM is currently enabled for new accounts and will be enrolled for older accounts in phases. To know more about SAM, click here. Marketplace:App developers can now render apps on New Ticket New page (link)Introduced event APIs (link) and interface APIs (link) for apps rendering in New Ticket Page. Bug Fixes:Fixed an issue where the recent search list displayed a blank entry when a exact match text was searched (eg. <laptop>)SFB breakageIncorrect Last Logged in Time Shown For AgentsTask note disappears after it is updated from calendar

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K
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3 years ago
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karthik.pasupathy_oldContributor

Release notes - 10th April 2018

Enhancements: Import Agents - Administrators can now import agent information from a CSV file. More information can be found here. Marketplace:Enabling app developers to use richer HTML app installation page using Custom parameters. More information can be found here.Bug Fixes:Fixed an issue where the source field of a ticket was set as “Portal” instead of “Phone” when using a template to create a ticketFixed issues with the sort order of agents and requesters in the corresponding list pages

50
K
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3 years ago
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karthik.pasupathy_oldContributor

Release notes - 02nd April 2018

Enhancements:Task IDs are now displayed along with task descriptionDate fields (default and custom) in Tickets, Problem, Change and Release can now be cleared The notify before field in contract expiry notifications now supports custom day values (up to 365 days)Bug Fixes:Fixed an issue that resulted in a 500 error when user opens a change of type “1” and the change does not have any approvalsFixed an issue with export in .xls format across the product where the exported file was corruptedFixed an issue with ticket exports where level 2 and 3 dependent fields were not exported Fixed an issue in the discovery probe where the progress bar was not shown when user import was in progress

60
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3 years ago
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karthik.pasupathy_oldContributor

Release notes - 27th March 2018

Features:Export Agents: Administrators can now export agent information to a CSV file. More information can be found here. Enhancements:The reCaptcha in the self-service portal has been migrated to V2. Marketplace:Teamviewer App - Provide remote assistance to your requesters to solve complicated issues quickly by initiating a TeamViewer session directly from the ticket page with the click of a buttonData store capability in Freshservice marketplace - Some apps need to store data and retrieve it at a later stage.To enable the development of such apps, we provides a data store for apps to set (store) and get (retrieve) data. 

90
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3 years ago

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