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2169 Topics

officeninja
Apprentice
officeninjaApprentice
asked in Apps and Marketplace Integrations

Departments Not Coming Through Azure SCIM App

Hi All,Running in to a weird issue with our departments in Azure not pulling through we provision users through the Azure Active Directory Provisioning (SCIM) app. In looking through a test provision user notes, everything seems to be coming over ok (see below) but when I look at the users profile the department is still blank.I have confirmed that the department moving over is in our list of departments, and I have tried setting it up a few different ways. i.e. just calling the target attribute ‘department’ or in the standard format of:urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:departmentbut nothing works. I also tried resetting all attributes to default mappings and still no go.Any help would be appreciated! 

2
kong-jhartmann
Skilled Expert
1 year ago
AutomateIT
Apprentice
AutomateITApprentice
asked in Portal/Knowledge Base

Ideas for designing the Support Portal

Hi Freshservice Community,I have extensive experience with ServiceNow and the Atlassian suite. However, I am relatively new to Freshservice the platform. I am looking for a repository of HTML/CSS/JS code that I can leverage to build an awesome Freshservice instance.

1
R
Skilled Expert
2 years ago
M
Apprentice
Mgauvin24Apprentice
asked in Employee Onboarding

Employee onboarding reminders

Hello,For the Employee onboarding tool, I notice that you have go in and manually send out reminders each day if someone hasn’t responded to the “Employee Onboarding Request”. Did anyone else find this issue? if so, what did you do as a work around? 

3
P
Skilled Expert
3 years ago
Justin.Harvey
Apprentice
Justin.HarveyApprentice
asked in Automations

Expression Help

Hello, I am trying to set a condition where that identifies if the time difference between a ticket being created and current time is greater than or equal to 4 hours. I have created the below expressions, but when I test the expression, I receive the Invalid Syntax - One of its operands is invalid error message. Expression:if(diffInHours({{ticket.created_at}},{{current_date_and_time}})>=4,"TRUE","FALSE")

4
eeha0120
Skilled Expert
6 months ago
LucasHansson
Skilled Expert
LucasHanssonSkilled Expert
asked in Automations

API - GET - Proper information from custom object list

Hello,I have this object list:When the ticket is created i want to extract the choice from the object list through an APIHowever! I’m not getting the result i hoped. I wanted to get the information “Number Three - Info”Instead i just get the Record ID.Does anyone have a solution to this? I’m sure I’m missing something! :)

3
Daniel Söderlund
Skilled Expert
9 months ago
B
Top Contributor
Bryan0392Top Contributor
asked in Employee Onboarding

Employee onboarding - Add people button does not send CC's - how to CC multiple parties

Hi there,Problem: We need to send a copy of the onboarding request to the supervisor, payroll, inventory management and other departments.I’m trying to figure out a way to get the application to send a automatic email to the people Cc’d in the onboarding request when ‘add people’ is pressed.My understanding is that you need to press ‘add people’ to add the CC receipt and then comment on the ticket for the new comment email to be sent to them - this is annoying because its a extra step, when you add someone they should receive a email automatically.Is there anyway to send emails to people when they are added as CCs using the ‘add people’ button.How do you all solve this problem, I am sure someone has run into this problem where they need to send the onboarding request to a lot of recipients. 

6
B
Top Contributor
2 years ago
P
Top Contributor
PGauravTop Contributor
asked in Ticket & Workflow Management

Azure Devops - custom fields mapping

Hi team,I am trying to create a work item in Azure Devops using Workflow automation. For creating an issue there are couple of Custom fields which are mandatory to fill. Since those are custom fields those are not visible. Is there any way to pass relevant values to those fields?Any pointers will be helpful.Thanks in advance!

2
P
Top Contributor
1 year ago
VigilantDennis
Apprentice
VigilantDennisApprentice
asked in Ticketing & Agent Productivity

Assigning Tickets to Companies

I have created a new ticket type and I want to assign it to only one of the companies I have set up.  I cannot figure out how to do this.  Does anyone have any ideas? 

3
PLMorin
Community Debut
2 years ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Automations

Workflow Automator for MultiSelect Fields - how?

HiWe have a list of approver persons per country. If the user selects the country from a normal dropdown field the automator can then send the approval mail to that person.But If I use the MultiSelect dropdown field how does my workflow automator need to look like? The output of a MultiSelect seems to be an array with all the country names in it. But that would mean I would need to have a list of all possible country combinations? That is not possible :)Is there another better way to do this?

11
Daniel Söderlund
Skilled Expert
3 months ago
Mary's team
Apprentice
Mary's teamApprentice
asked in Portals, Emails & Other Channels

Inquiry on Freshdesk White Labeling Options

Dear Freshdesk Team,We are interested in white labeling options for Freshdesk. Can you provide information on customization possibilities, including our logo, colors, and visual elements? Is it possible to use our own domain? Can we remove or minimize Freshdesk branding in the user interface?Thank you for your attention. We look forward to your response.Best regards,

1
aravind.sundararajan
Skilled Expert
10 months 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
M
Apprentice
MooiweerApprentice
asked in Apps and Marketplace Integrations

Freshservice and Intune Asset Sidebar

Greetings Freshworks community, I have a problem with intune in freshservice see screenshot below: In de sidebar of an asset there is an apps menu with intune option but as you can see it does not work.Intune is setup properly following the guides and this is the only feature that doesnt work, What could be the problem here?  

3
M
Apprentice
1 year ago
keefe.andrews
Skilled Expert
keefe.andrewsSkilled Expert
asked in Automations

Workflow permissions

We are providing access to FreshService features to departments outside of IT now and from a security standpoint, is there a way to limit app access within the Workflow Automator? One example of a potential risk is that an agent outside of IT or HR would be able to access our Azure and AD app integrations which include powerful permissions such as creating users, adding users to groups, etc…Has anyone experienced this and been able to come up with a solution?

6
keefe.andrews
Skilled Expert
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Ticket & Workflow Management

Service Request is Change - Workflow also should be updated

Hello, Just want to ask on how to deal with changing the service item for created SR  tickets? is there a way to edit an service item even if already summited?  like for example, user mistakenly selected the service item A instead of service item B. is there also a way to enable/trigger the workflow created assuming service item A and B has different process or approval maintained? I noticed that i can edit the summited SR however, workflow for the approval mail is not working. I’m guessing becasue I only have this SR is raised event. I’m thinking to add more criteria here:  

4
vijay_2am
Skilled Expert
2 years ago
Lucas Viana
Apprentice
Lucas VianaApprentice
asked in Portals, Emails & Other Channels

Scrollbar of the widget is overlapping the close button

The close button of the widget is colliding with the close button. Check this screenshot from my product: The Windows users are the most affected ones (considering that macOS scrollbars are less intrusive) and they see this layout abnormality. Since it looks like the component uses random CSS classes I didn't consider creating my own CSS rules to fix this, I think this could be ideally fixed by Freshdesk development team.

1
Keer
Community Debut
2 years ago
Aviationstuff
Top Contributor
AviationstuffTop Contributor
asked in Automations

Workflow Automator Double Quotes

At my org we created a Workflow a couple months ago that sends data through the web request node to a custom api that our eng team manages. We’ve received reports that the workflow stopped working and when we started troubleshooting we noticed that the issue is around the “” in freshservice. We took a new approach and made the requested permissions and permissions grouped as one array with an expression builder. We’re wondering if there’s a way to update the single quotes to double quotes with a liquid filter. When we tested using {{expression_with_result | “’’”,““”” }} it doesn’t update the quotes. P.s (We used to have “” around the values in a custom object but that stopped working I’m not sure if this is related to an update recently)Expression adding values to a single array, when added with double quotes it converts them to single quotes. When multiple double quotes or single quotes are added it still fails to read the permissions correctly. Example of a call going through when en

1
Daniel Söderlund
Skilled Expert
1 year ago
Taylor
Contributor
TaylorContributor
asked in API and Webhooks

Where is the documentation for sending hypermedia to AWS through the API ?

I see the endpoint firing, and I see how that stream is constructed from the attachments sample, but it doesn’t use the normal Api endpoint auth, it only returns 403 Unauthorized whenever I try./api/_/attachments is the endpoint I’m referring to. How do we Authenticate with it ?

7
EthinixSalon
8 months ago
amaevers10
Apprentice
amaevers10Apprentice
asked in Automations

Parse info from a ticket for workflow?

Good morning all!We are working on an offboarding module/workflow and need a little help.Does anyone know if it’s possible to parse data from a ticket in order to use it as a value in a workflow?For instance, in the below example our departure notices are always formatted the same. Primarily we are looking on figuring out how to extract the “employee email address field” and then use that later on in the workflow for Azure/AD tasks. I found a great resource earlier, but unfortunately couldn’t replicate that on my end too well (liquid filter to extract information from an email body into fields | Freshworks Community). Has anyone had experience or luck with this? Please perform necessary actions in regard of the following employee departure.Employee email address: Person.mcperson@ccompany.com Termination date: 08/19/2022 Last day working: 08/19/2022 Job title: Administrative Assistant Department: Accounting Work location: 123b Immediate Departure: No Forward email t

3
michaelwood7859
9 months ago
komunidadvdl
Apprentice
komunidadvdlApprentice
asked in Analytics, Reports & Dashboards

How to update ticket categories under "What brings you here"?

There are three items under “what brings you here?”ASk a questionReport issueEnquire status How can I add: “Suggest an improvement” ?

4
shtr45343
6 months ago
L
Contributor
lisa.priceContributor
asked in Automations

Automatically raise a change

Hi.  I’m still learning how to use FreshService, but I was wondering if you could help me please.  We have a third party supplier that emails us when they need us to approve a change.  This raises a ticket in FreshService.  I’d like to put some automation in place so that it will automatically raise a change request (preferably using the template I have created) and then close the incident that was raised through the email.  I’m really struggling to work out how to do this.  I’ve managed to suss out that I perhaps need to use a Webhook, but I’ve tried creating one and it just errors.Can anybody point me in the right direction please?

2
Preethi S
Community Debut
1 year ago
tmullanix
Apprentice
tmullanixApprentice
asked in Knowledge Base

Strange line spacing in Articles

Hi All,We’re seeing strange spacing in our articles. Here’s an example of a previewHere is what it looks like when I edit it. It is set to normal, Helvetica Neue, and 16pt. How can I control all the white space around the unordered list? Ditto on a single blank line looks like two blank lines. Thanks,Todd

1
niveditalakraa
Community Debut
2 years ago
Y
Apprentice
yorchApprentice
asked in FreshThemes Gallery

Isn't this supposed to be a Gallery?

This is a mess! 

0
Y
Apprentice
1 year ago
A
Apprentice
alejoAApprentice
asked in Automations

Is there a way to get the activity log (or at least its close_at value) from a project task using the API?

For a company report in power bi it´s needed the closed_at date of project tasks for certain analyses, all other data we get through the API but we could not so far find a way to get this data through the API operations found at https://api.freshservice.com/.is there a nice consistent way to get this data? and would it be possible to get other activity log data that could be useful in the future?

0
A
Apprentice
1 year ago
M
Apprentice
marcojxApprentice
asked in API and Webhooks

Cannot use API Key when user is not connected

Hello,We are subscribing Freshdesk through an official reseller. We have no access to the API Key page.Our reseller provided us a key associated with a user, but we cannot perform any operation with the key if the user is not connected.Having used Freshdesk before, directly subscribing to Freshdesk, any user API key could be used even if the user is not logged in Freshdesk.Is this correct ? Is it an expected behavior of a user key generated by a Freshdesk reseller ?thanksMarc

1
Aishvarya
Community Manager
1 year ago
M
Skilled Expert
mike.culbertsonSkilled Expert
asked in Apps and Marketplace Integrations

Software Assets, contracts and license keys

There aren’t as many one-shot, non-volume, license-key based desktop apps as there used to be, but they definitely still exist.When defining an app like this, where 3 seats means 3 unique license keys, aside from a custom paragraph field, how is one expected to record those keys and ultimately allocate them to requesters?Right now, these are the available types (none are correct) https://support.freshservice.com/en/support/solutions/articles/227988-software-license-typesAnd the only place to record a license key is a single text field under Software License Properties.What am I missing here?  Is there not a way to manage multiple keys?  

1
Rachel Cowan
Community Debut
1 year ago

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