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Topics started by bhota

10 Topics

B
Skilled Expert
bhotaSkilled Expert
asked in Automations

How to check if the ticket has been responded to in the Freshservice workflow automator

I have a requirement to sent multiple emails before and after SLA breach and these emails have different duration for each Priority. This was not possible using the SLA escalation emails as they are common for all priorities. So I went with workflow automator. However I am unable to figured out if a response has been sent for a ticket. Could someone please guide me how can I get this in the condition step of workflow automator

5
H
Community Debut
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Analytics

Requester fields not available in Tickets Data Export

I have created a data export for Tickets module in analytics. But I do not see option to add requester fields. Earlier it was available. This is available in problems module though. 

2
vinayakjjw
Community Debut
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Employee Onboarding

Onboarding Requests Report

I want to create a report on all onboarding requests where the Date of Joining is today. I am unable to create such a report as the Date of Joining is a field in the Onboarding Request form and not a field in the ticket form. So seems like there is no option to create a report with Date of Joining as a filter criteria. Any workaround is appreciated.As a general comment, lately I am finding a lot of shortcomings in the Employee Onboarding module of Freshservice. Lot of simple features are missing.

1
B
Skilled Expert
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Employee Onboarding

How to make Employee Onboarding fields conditional mandatory in Freshservice

Is there  way to make an onboarding field conditional mandatory. For example, if field 1 has a particular value, then only field 2 is mandatory. This is possible for ticket form fields and service items by using Business Rules but Business Rules are not available for Onboarding form fields.

2
B
Skilled Expert
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Automations

How to close parent SR when all child SRs are closed

I have to close the Onboarding SR when all child SRs are closed. How to achieve this functionality?

5
zachary.king
Skilled Expert
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Analytics

Resolution Time in Bhrs in the Analytics Data Export shows big number

A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application. The field Resolution Time in Bhrs shows number like 58453000 which does not make any sense. Foe the same ticket the actual data isCreated Date - Dec 6, 2021 9:45 AMClosed Date - Dec 10, 2021 7:36 AM Time taken - 16hrs 14minsHowever in the report the Resolution Time in Bhrs is 58453000.This field shows similar big number for all tickets.

1
audministrator
Community Debut
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Assets

Reassign employee assets to reporting manager when employee is disabled

I have a requirement to reassign hardware assets of an employee to its reporting manager when the employee is disabled manually or through any process. How can I achieve this functionality?How to detect the event of an employee disabling?

0
B
Skilled Expert
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Ticket & Workflow Management

How to set due date for Problems in Freshservice

How is the due date for problems set? I could not find out any configuration for it. Is due date in case of problems for resolution or closure? If I want to set the due date for the problem as creation date + 10 considering business hours, how can I do it?My requirement is that I have to enforce SLA for problem ticket so that the RCA is done within 10 business days.

3
zachary.king
Skilled Expert
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Portal/Knowledge Base

How to add Offboarding button in Freshservice Customer Portal

I have to add a Offboarding button next to the Onboarding button in the Freshservice customer portal. Is it possible and if so how? Please refer the screenshot to know how it should look like.

4
B
Skilled Expert
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Assets

Email to be sent with assets for Offboarding Ticket

I have to send emails with the requestors assets to the Asset Management Group for Offboarding tickets.If the event is Ticket is Updated with condition that asset is not null, then the same email is sent everytime any ticket field is updated. If the event is Associated assets is added, then one email is sent for each associated assets.I want only 1 email to be sent. for all assets per ticket. What could be the possible event and condition?Note that during creation of Offboarding SR, there is no option to associate Assets. After creation they can be associated.

0
B
Skilled Expert
1 year ago

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