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Topics started by michaelmartel

17 Topics

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michaelmartelSkilled Expert

asked in AI & Bots

Status Page and Servicebot

Is it possible to connect the Status Page to the Servicebot so that new outages and maintenance windows are published on the Servicebot?

michaelmartelSkilled Expert

asked in Portal/Knowledge Base

Separate Card on Portal for Workspace

We just brought up another workspace for our HR team. Is it possible to have a separate card on the portal for their Service Catalog items?

michaelmartelSkilled Expert

asked in Getting Started

Security Logs

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

michaelmartelSkilled Expert

asked in Ticket & Workflow Management

Emailing to Distribution Lists

I’d like to send an email to an Active Directory distribution list. I want to have a drop-down on the Service Item for the requestor to choose, e.g. All Washington. Then I want to use a workflow automation to set the recipient as the “All Washington” distribution group based on the selection. What is the best way to set his up?

michaelmartelSkilled Expert

asked in Automations

Create Folders in Network Drive

Hello,We’ve installed the Azure AD - Orch app. I would like to use it or a different app to create folders in our shared network drives. Is this possible and am I using the correct app?

michaelmartelSkilled Expert

asked in Automations and Workflows

Parameter for Reporting Manager of Agent

Is there a parameter for the reporting manager of the agent on the ticket? I’d like to send an email to them in a workflow.

michaelmartelSkilled Expert

asked in Automations

Scheduled Workflow with Ticket Age

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

michaelmartelSkilled Expert

asked in Getting Started

Requestor Change Email

I want to send a notification email when the requestor on the ticket is changed. What trigger can I use in the Condition widget in the Workflow Automator? Is there a different way to do this?

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?

michaelmartelSkilled Expert

asked in Assets

CSV from Service Request Details

I’d like to be able to create a CSV file from details from a Service Request. Any apps or tricks to accomplish this?

michaelmartelSkilled Expert

asked in Getting Started

Advanced Freshservice Training

We’re looking for options for training our Freshservice admins on all the features in the Workflow Automator, APIs, web requests, JSON, expressions, etc. I believe Freshworks is leaving a lot of money on the table by not offering training such as this. We would easily pay several thousand dollars per person for training so we can fully utilize our system.Since Freshworks doesn’t offer this, can anyone suggest a training course that would get us up to an advanced level?

michaelmartelSkilled Expert

asked in Employee Onboarding

Employee Onboarding Placeholders and Emails

Hello,I have two problems with employee onboarding. I’m having trouble with placeholders in the employee onboarding process. I set up the process with the information we need from HR. Later on, I went back and added a couple more fields. The fields I added later do not show up in placeholders for workflow automations. I’ve tried to copy the syntax from ones that show up but it’s not working. For example: {{ticket.onboarding_request.actor_1.cf_employee_name}} - Added first, shows up and works{{ticket.onboarding_request.actor_1.cf_announcement_text}} - Added later, doesn’t show up and not work Any reason these placeholders are not showing up in the workflow automations? Second issue. When an onboarding request is generated it creates a ticket with no information. How can I get the information that HR fills out in the onboarding request?

michaelmartelSkilled Expert

asked in Apps and Marketplace Integrations

Bomgar in Freshservice

Has anyone gotten Bomgar to work with Freshservice?I’ve followed the instructions for both Freshservice and Bomgar, but when we click on the Bomgar icon, we get this.

michaelmartelSkilled Expert

asked in Getting Started

"Secret" Features

I’m introducing Freshservice to our IT Department. What are your favorite, lesser known features that I can introduce them to? For example, canned responses and scheduler look very useful. Are there other features that aren’t commonly known that will make their lives easier?

michaelmartelSkilled Expert

asked in API and Webhooks

Updating Multiple Custom Fields

Hello,I am creating a PO through the API based on a ticket. I can fill one custom value. It doesn’t matter if the custom field is on the ticket or the PO. However, when I try to do two, it fails.Do I have a separate entry for each entry, e.g. "custom_fields": { "requestor": "{{ticket.requester.name}}" }, "custom_fields": { "shipping address": "{{ticket.shipping_address}}" },or do it do it combined? "custom_fields": { "requestor": "{{ticket.requester.name}}" "shipping address": "{{ticket.shipping_address}}" },

michaelmartelSkilled Expert

asked in Ticket & Workflow Management

Blank Error Box When Viewing Execution Log Error

Any idea why I am getting this blank box with a spinning wheel when I try to view the error message in the execution logs for a Workflow Automator?I was able to view it a couple days ago, but now it’s always blank. I’ve tried different browsers, computers and networks.

michaelmartelSkilled Expert

asked in Assets

Import Purchase Orders

We would like to import Purchase Orders from our old system. Is this possible?

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