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Topics started by maxlehot1234

10 Topics

M
Skilled Expert
maxlehot1234Skilled Expert
asked in Automations

How to get close date and send email if ticket is reply

Hi everyone,We have some users that still continue to reopen old tickets (3 months old sometimes….)I want to automatically close tickets that have been reopen and send an email to the user to create a new ticket.All tickets closed for more than 1 month cannot be reopen.Is it possible to do that inside freshservice or we need API+workflow and lot more things to achieve this?For now, I split the reply to a new ticket manually when this occured, but if closing date is not possible, maybe close the ticket and split this new reply to a new ticket automatically?Thank you so much for your help, 

4
Daniel Söderlund
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Prevent a ticket created email using workflow

Hi,Is it possible to prevent users to receive emails when a workflow is closing a ticket from a specific category or specific service request?I know its possible to skip new ticket email notifications, but is it possible to skip ticket close email notifications too?I doesn’t found anything related to this in the actions.Thank you, 

12
zachary.king
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Assets

Search a specific software

Hi,Is it possible to search per software?If for example I want to search BlueBeam software and list all computers having this software, I need to choose one computer that having it, click on this software and than get a list.Why I am not able to search a specific software from the software inventory page?Just curious. Maybe I am wrong or forgot something.Thank you so much

3
M
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Automations

Workflow action based on api results (GET+PUT)

Hi,I setup a huge employee onboarding workflow base on employee office city.I want to be able to change the department of a ticket base on the “department” field in the form.HR will use the form and indicate the employee Department using a dropdown base on the department  section of freshservice.I want to use the API to GET the ticket detail including department id:https://example.freshservice.com/api/v2/tickets/8361It works perfectly.After that, I copy the JSON, put it inside JSON analyser app, but when I try generate the output, I see this: My guess is because the field is a text one, but FreshService use a number: 19000261110Is it possible to convert this value receive from text to a number without using condition, becacuse I will need to clone too many things which will take me a lot of hours of time to clone everything 6 times for our 6 departements for each branch in the workflow which mean more than 200 things to clone at the end because there is no copy+paste option in workflow

3
M
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Setup 2 orchestration server. One goes down, switch to the other one

Hi,I know its possible to setup multiple orchestration server, but I want to know if its possible to switch to another if one goes down?We have 2 AD server with redundancy and both of them havve orchestration server installed.If server A goes down, use server B automatically.In our workflow I need to enter 1 specific orchestration server for every AD actions, powershell , etc.If server A goes down, all the workflow stop to be executed.Any way to fix this?Thank you

1
zachary.king
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Schedule tickets using workflow

Hi,Does anyone know how I can schedule a ticket at specific date and time using workflow?In our company, HR department use a form to ask us to disable an account in like 2 weeks from now.So I want to create an action that will schedule a new ticket 1 busine day before this time to make sure we don’t forget it instead of keeping a ticket open for 2-3 weeks.Thank you so much for your help in advanced

11
zachary.king
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Analytics

Analytics report with interactive date range on each chart with filter created on XYZ

Hi everyone,I try to create a new analytics reports using the interactive widget, BUT with a date range AND each chart need to have this filter too: Created Date on “interactive date range go here” and resolved date on “interactive date range go here”But I try to do this on the chart:But I still need to enter a specific value which does not update base on the interactive date range widget.  I got this:I doesn’t want to change each graphic date range if I use the interactive widget.I probably do something wrong in the analytics report.Thanks for your help by advanced and have a nice day, 

0
M
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Portal/Knowledge Base

[BUG] All new satisfaction survey by requesterrs are double in our pportal

Hi.I just want to report something weird we have this week.Requesters can use the CSAT to add a “note” to agent which is perfect, but a LOT of tickets have the CSAT doubled:Anyone know why?Its kinda weird and occured on multiple devices, browsers.I also see: not granted private note EACH TIME a user use CSAT on mobile device, but I have the rights to see satisfaction survey.Thanks and have a nice dayYou can contact me if you want to see it live or more details and if you need to connect the the portal.

3
M
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Add a new user on a already created ticket using workflow?

Hi,Is it possible to add a new requester on another requester ticket?What I want (if possible):Hr department will open a service request.A workflow will create task base on the service requests fields (already created workflow and 100% working)Inside the service request, HR need to indicate the employee manager.Is it possible to add this manager on the created service request ticket so this manager can follow the ticket, add notes, comments, etc?Thank you

13
Daniel Söderlund
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Analytics

List all survey rely per ticket, per agent

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***

3
C
Skilled Expert
1 year ago

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