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Topics started by PatrickMurphy

10 Topics

PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Assets

Inventory Software

How do you utilize the Inventory Software system?We pull data from intune to get software sync.Playing with it today I found a few issues:When I retire an asset any software on that asset still shows in the software inventory. I’d like a way to remove all software associated to an asset. I’ve not found a way to do other than manually going through 500+ software listings, looking for the asset and removing it. I do see that when looking at an asset it will tell me all the software listed but no way to remove all software. Am I missing something or how have you accomplished this? How do you utilize the Discovered, In Review, Managed, Ignore, Restricted categories. Discovered - obviously new things that are scanned show here I review the discovered assets and if it is an OS (MS) Driver (Dell) Printer (any manufacturer) I move to ignore. If it is a licensed product or something managed by an MSP or the business like a saas application I move to Managed If it is software that I dont thin

18
C
Top Contributor
1 month ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Ticket & Workflow Management

Issue with Azure Orch - Remove Group Member

We utilize several Azure orchestration functions without issue however when trying to use the Remove Group Member functions which requires the group object ID and an email address. I continue to get the following error returned: “Unsupported referenced-object resource identifier for link property 'members'.”I’ve attempted when the group is a security group or 365 Group.  I’ve tried with the user in the group and not in the group. In all scenarios I get the same error message.Now consequently the next step in my workflow is to add the user to a different group.  Which works fine, however if the user is already in the group and I’m trying to add them again (testing logic) I get the same error message “Unsupported referenced-object resource identifier for link property 'members'.”.Anyone able to use the Remove Group Member and it works?  What am I missing?

1
PatrickMurphy
Skilled Expert
6 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Ticket & Workflow Management

Freshservice Workflow Automations

Looking for guidance on a source for working through some workflow automation basics.I’m trying to set up some basic workflows like: User requests access to SAAS application, when approved by manager and approved by business owner add them to an Azure Security group, resolve request but have basic questions on setting this up.I’ve watched all the youtube videos, fresh academy and searched the community for other questions but can’t find answers. Is there another self-service source I can review or is there a place people post their workflows to show them off?

10
jayman1201
Community Debut
10 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Assets

Asset End of Life (EOL)

For management of inventory, how do you use the end of life (EOL) field in your operations?I have enabled cloud discovery, in which assets are created and removed from the cloud but the record sits around in FreshService. I’m debating on just deleting the asset as it would never appear again, marking it EOL or just ignoring it (not best option).It made me wonder how others are utilizing the EOL date field for assets.

2
ekrasner
Community Debut
11 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Apps and Marketplace Integrations

Azure Cloud Discovery

Question:  For those that use the Azure Cloud Discovery, when a new asset is discovered is there a way to create a workflow automation to capture the Asset Created event? For each newly created cloud asset I want to trigger an event that sends an email to IT leaders about the new asset.  Also the new asset needs to have fields set.We have a workflow for engineers to request infrastructure changes, however I’m finding since they have access to create assets they skip the approval process and just create the asset.  The Azure Cloud Discovery picks up the asset during its next scan but I created a simple workflow on Asset Create to set the department for the asset and it is never triggered.  Which made me wonder if assets added by Cloud Discovery would ever hit that event versus an asset being manually created in Freshservice.

5
kong-jhartmann
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Getting Started

Agent Information in Notifications

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

1
eeha0120
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Portal/Knowledge Base

FreshService Portal

So is anyone else having issues with their FreshService portal today?I don’t see any postings here in the community for an outage, nothing on their website but I filed a ticket with support and they sent me a link that does not resolve either.Trying to figure out if it is “just me” or if there is a real issue.

14
PatrickMurphy
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Ticket & Workflow Management

Service Item Checkbox

Does anyone have an example of using a checkbox on a Service Item and evaluating if it is selected?I’m trying to figure out how to evaluate in a condition on the workflow if the checkbox is selected or not.After searching for over an hour through expression builder information I can’t find any examples of testing if a checkbox is selected and then taking some action based on that.

1
zachary.king
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Automations

Service Catalog Lookup

I’m looking for suggestions on how to handle a lookup.I’m creating a workflow for a user to request opening a new position in the company.  Their manager, CEO and CFO must approve the request before sending to HR to process the request.I currently have a Service Catalog item setup that requestsBusiness Justification, Manager, Department, Role, Status (Full/Parttime), Type (Employee/Contractor)I have a custom object table that lists all roles within a department I would like on the form, when a user selects department to just show the roles defined for that department based on this custom object table. Is this possible?  

3
zachary.king
Skilled Expert
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Ticket & Workflow Management

Yammer Posts

It looks like FreshService dropped integration with Yammer, that is the only information I can find in support documents.I’m trying to figure out if I can , based on some conditions in a workflow, post a message out to yammer.  We use yammer to indicate a system outage.  If users file a service request for a system outage, I would like to post a message to our Yammer Support channel indicating that a system could be (unverified by system owners) down.  Thus giving people some advanced indication there may be having problems.Is there a way to post one way to Yammer?  I’m not trying to integrate Yammer into FreshService just one way posts.

0
PatrickMurphy
Skilled Expert
1 year ago

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