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Topics started by Mo.Wael

10 Topics

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Mo.WaelSkilled Expert

asked in Ticket & Workflow Management

Stop agent from stopping auto assign

I found that my agents can stop auto assignment tickets,

Mo.WaelSkilled Expert

asked in Ticket & Workflow Management

Make email reply reflect inside ticket as a reply

I made it when a requester submit a ticket, it sends an email to him,if when he reply to that email,Or someone Cc an email in ticket (it sends this reply to his email), Once the requester reply to that email, it wont reflect to the ticket.So what I need is making the reply reflect to ticket

Mo.WaelSkilled Expert

asked in Assets

Locations doesnt reflect in service request tickets

Im facing an issue when anyone raise a service request ticket it doesnt reflect here ?but if it was a report an issue ticket it appear fine…how to solve it ? i even thought to creat a new one in fireld manager and add them manually, When i dont that it worked fine This is the normal one created, If data source were Location> it cause this issuem but If i added them manually it works ?

Mo.WaelSkilled Expert

asked in Assets

Asset management (Assigned vs Unassigned)

Hello, I need to use asset management in a daily use for IT assets ( laptops - sim cards ...etc),Most of assets assigned to users (used by...) = assignedOther assets in stock, which arnt assigned (unassigned), So i need to make a filter as assigned and unassigned, I tried to edit the default to add these options but its not allowed,Even if i added them on each category, but still i cant filter then unless i exported the sheet and this is not flexible,So how can i fix this or should i go to another solution like snip-it,all i need is to filter when we have outside (assigned → used by) and what we have in stock (unassigned) I thought I should add a category say (stock laptop - stock sim cards ...etc) ?????

Mo.WaelSkilled Expert

asked in Getting Started

Rejected status = Close

Can I creat a status Call “Rejected” and it act as “closed” ? If i normally done it it will just set ticket status name as Rejected but it wont close the ticket….

Mo.WaelSkilled Expert

asked in Automations

freshserive send auto-replies to tickets that comes in after business hours

I tried to create automate role on “freshservice”, I want this role to be activated in off days (Friday-Sunday), once anyone raise a ticket it auto reply to it all.

Mo.WaelSkilled Expert

asked in Assets

Service request Vs incedent

I need to know whats the difference between “Service request Vs incedent VS Ticket” when I create an automate 2- When I create a service request, I cant find it doesnt reflect in “request type” only what I wrote in request type reflect in “incident” and whatever catalog I careated in service request It wont reflct in the ticket status -I want whatever Ticket send from service request like “mobile request” it reflect in request type.whatever I wrote in request type it appear in incident (I want to add one thing an only in incident like network issue and all other requests like laptop request in service request_and when anyone submit a ticket from service request like mobile request it appear in “request type”)

Mo.WaelSkilled Expert

asked in Assets

Catalog SKU data reflect

I need to reflect a specific field that user choose to ticket SKU,so I went to workflow to find a work around and i failed so how to do it?

Mo.WaelSkilled Expert

asked in Assets

Catalog fields

Issue is there is no catalog sku reflect in ticket-so what i made is when ever a ticket raise to IT > it set Type to IT > Other (worked)and added a new field as service catalog:-issue is whenever you choose in catalog it reflect in service catalog (it doesnt work at all_ )Works is if it was mouse > catalog will be mouselaptop > will be in catalog laptopbut still it dosent reflect in “serice catalog” filed ? why and how to solve it.

Mo.WaelSkilled Expert

asked in Ticket & Workflow Management

Gmail open ticket

I need requester can open a ticket by just sending an email,is this possible ?

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