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ContiguousContributor

asked in Ticket & Workflow Management

Workspaces and Service Requests

Why even let us make service requests in business workspaces if the automation is not supported?Please help me understand how a pre-packaged business workspace can be used to facilitate requests for routine services through cases? What method can be used so that the requestor is informed with what services are available in a packaged way to select choices that are helpful to the agent to process them? The HR workspace workflow automator does not allow service request events, nor are service items created in the workspace available to be discovered to automate at the primary/global level. If this is not possible then the value of using workspaces for services is effectively just email correspondence with numbers.I am building a secondary workspace as another IT workspace to see if the automation can apply in a separate fashion. Is the only solution to craft a combination of service categories, groups, and business rules to articfically separate departments inside the primary workspa

ckthiesenApprentice

asked in Ticket & Workflow Management

Hiding Service Items With the Ability to Add Into Parent Service Item

We have created an event scheduling service item that involves multiple stakeholders. This service item includes child service items within the request. We need to hide 3 of those service items from all service items list but keep available within the service request. I found this in another similar post which allows us to hide the category these three items are in, but the items are still visible in all items list./* Catalog: Hide LAST category in list */#categories-list > li:last-child{visibility: hidden;}My question is, is there a similar entry we can put into the style sheet, that would hide those specific service items as well in addition to the category?Thanks much and Cheers!-Chris

Tom SverreApprentice

asked in How do I....?

Is it possible to add multiple companies on one ticket?

Is it possible to add multiple Companies to one ticket?

LiratApprentice

asked in Employee Onboarding

samAccountName no more than 20 characters

How did you solve the issue with limiting the samAccountName to no more than 20 characters?My workflow is running smoothly now, but if a name exceeds 20 characters, it doesn't work. Unfortunately, I need to have an entry there?

SmartPApprentice

asked in Analytics, Reports & Dashboards

First Response in Business Hours

I am trying to produce a report that details the First Response and Resolution in Business Hours, excluding any Pending time.Tickets are not assigned, and replies are not sent until approvals are received.However, I have just been told that, while Resolution in Business Hours takes Pending into consideration, the value for First Response in Business Hours doesn’t. This means an a ticket sitting in Pending for 5 hours before being approved, will report that the Response took 5 hours.Has anyone encountered this, and, if so, how did they fix it.

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Vanity support URL or custom support URL in Fresh Service?

Hi allWe are running Fresh Service in MSP mode but would like to stick to just one portal URL for agents and customers. We want to change to a vanity or custom URL to become support.companyname.com rather than companyname.freshservice.comThis article seems to indicate a different method for MSP mode Setting up a custom domain for your service desk | Freshservice Rebranding : Freshservicebut I also came across this articleUsing a custom support URL and pointing the CNAME : Freshdesk Has anyone done this and can point me to the right method. We just want every URL our agents or our customers see to be support.companyname.com. I know I’ll need some kind of cname and possibly a certificate? thanksAndy

ShawnVentureCommunity Debut

asked in Apps and Marketplace Integrations

Freshservice with Jamf School

Has anyone had success integrating Freshservice with Jamf School using the Jamf app in the Marketplace? The directions seem different than what I am seeing, and I am unable to save a new credential.

riskybizApprentice

asked in Assets

Issue seeing Assets.

Within the past 2 weeks something seems to have changed with Freshservice’s inventory system? I am the only IT person in our group who can’t view our entire Inventory. Nothing has changed with my account in Azure or Freshservice.Example: I will set up a laptop with SmartDeploy or Jamf, install our management software's, wait, and then it goes into the void. The other four people I work with can see these assets in our inventory almost immediately. I’ve verified I’m scoped the same as those four. The only inventory items I can see are ones that are systematically marked as “Managed by Me”. I’ve checked all my filters, removed them, reset all, nothing works. If an asset is linked in a ticket by another, when I click on it the pop-up “you don’t have access!” appears in the top right corner of a new dashboard page...Has anyone else encountered this issue/found a solution? TLDR; the only assets that appear are ones my colleagues mark as managed by Me.

lulrichsSkilled Expert

asked in Ticket & Workflow Management

Can someone help me with duplicate ticket creations?

Our company uses an MSP for our Service Desk and we do not have visibility or access into their ticketing system. We purchased Freshservice as a means for the MSP to raise escalations to our teams within our company, so that we can manage the tickets that were escalated to us. We do not use Freshservice like a normal customer-facing ticketing system, because all customer interaction should essentially go through the MSP, however on occasion we need to be able to involved. Essentially, the Requesters on our tickets are the MSP Service Desk engineers so that they can get notes and resolution comments when we complete the ticket, so that they can follow up with the customer to ensure that it has been resolved.Because we use Freshservice this way, our subjects need to incorporate our MSP’s subject line, which is no problem, but I am trying to avoid putting the Freshservice Ticket ID in the subject because 1) I don’t want to confuse our customers (aka employees), and 2) the Ticket ID won

adhustonApprentice

asked in Automations

Post XML using Web Request Node

Dear Fresh Community,I am working on an integration with our Jamf Pro environment, but am running into a road block I’m hoping someone can help me with. I’m calling an API which only accepts XML when doing a put method. The Web Request node only appears to allow you to use JSON. Has anyone done something similar where you’re submitting xml to an API through the Web Request node?Thanks,Andy

ArtMGApprentice

asked in Ticket & Workflow Management

What is the placeholder for the 'Ticket.To Email' field?

In a Workflow it is simple to add a Condition based on the Field that a Ticket was sent To a particular Email Channel. This creates a condition called something like ‘Ticket fields.to email’ etcI want to use the To Email field in an Expression Builder, I cannot find the placeholder to use. I have searched the options in the Workflow user interface and the List of Dynamic Placeholders article, but I find nothing. I tried guessing the Placeholder syntax, using the dialog shown above for the first and the Ticket API fields for the second{{ticket.to_email}}{{ticket.to_emails}}but neither of these returned the data in the Ticket Field ‘To Email’. Does anybody have any suggestions?

RichardRSkilled Expert

asked in Ticket & Workflow Management

Duplicate tickets challenge ...

Hi,We are a MSP in the network infrastructure field and provide Incident and Change support to our customers by using Freshservice. The 24x7 support is delivered to our customers in collaboration with a partner. With this partner we agreed on a financial model to charge us per ticket. The challenging we are now facing is the high number of “duplicate” tickets generate by our provider. When there is an issue with an internet circuit our provider is proactively informing us by sending a mail to our support mailbox. The issue now is that for every update or change in ticket status a new ticket is generate which has an impact on the bill towards our partner. See attached screenshotWe’ve reached out to our ISP to see if there is anything that can be changed of their end but that is unfortunately not possible. As the subject is always the same format. {provider ticket id} + {circuit id} + { customer reference } I tried to solve this with the workflow automator but since the API doesn’t suppo

DavideApprentice

asked in Freshdesk Integration

Feature Request: Freshdesk Assign signature to email

Hi All,the only way to manage multi signature is to use "Signature Management/Plus", but this APP can only assign an signature to a Group or to a Product. In our cases we have more emails to one single product, could be very usefol can assigne each single signature to each single mail. Thanks

MattWalkerTx320Apprentice

asked in Automations

Service Request Bundles Fields and Automation Question

Working on automating our User Onboarding process with FreshService and AzureAd. Couple of questions:How do I set the Requested Item Stage to Fulfilled in the automation? Currently my Custom Fields (First Name, Last Name, etc.) are in the Master Service Item. Is there a way to have the fields in the child items, but avoid the duplicate data entry when they are bundled together? I did have it set to create child tickets for each service item, but I didn’t see a way to reference or interact with a specific child ticket in the automation (i.e. Account ticket, or Equipment ticket).

PaynicusApprentice

asked in How do I....?

Is there a way to remove Workspaces from new ticket creation?

When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?

Darst-NSWVApprentice

asked in Assets

Last Used By field to populate Used by

I'm trying to get my asset management in order. Something my company as a whole could benefit from possibly as a workflow or some way to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain

winston_mascarenhasApprentice

asked in How do I....?

Issues with JavaScript Libraries: crypto-js, js-base64, and moment

Hello Team, I'm encountering some difficulties while using JavaScript libraries such as crypto-js, js-base64, and moment in my project. Whenever I try to use these libraries, I receive an error message stating, "Could not find the app manifest file in the current/specified directory."I've tried several troubleshooting steps, including reinstalling the libraries, checking for any misspellings or incorrect paths, and ensuring that the libraries are correctly imported. However, none of these solutions seem to resolve the issue.Could someone please provide some guidance on how to overcome this problem in simpler terms? I'm relatively new to JavaScript and programming in general, so any help would be greatly appreciated. trhe version was then changed to 4.2.0 for crypto-js

Darst-NSWVApprentice

asked in Assets

Auto assignment toggle not working as intended

I'm trying to get my asset management in order and something my company (Nucor) as a whole could benefit from possibly as a workflow or having a toggle to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain.Does anyone know of a resource or agent we could utilize to use the JSON and Web request in workflow if that would be a possible resolution. I believe if we can just transfer the info we need from the asset to the user we could avoid even using the probe.I hope i was able to explain that well enough if anyone has any possible solutions i am all ears!

simmondsjonTop Contributor

asked in Analytics, Reports & Dashboards

How to show my team the amount of time they've booked per ticket for the day

Hi, My agents key time to each ticket during the day. They need to review this data at the end of the day. However, there’s a 45 minute delay between time being keyed and the new Analytics being populated by which time they have left for the day. The legacy reports didn’t have this issue. Does anyone have a solution to my issue? Any integrations? or ways around this?

markdavisContributor

asked in Automations and Workflows

Automation Workflow - Query Service Item Settings

Hey All,I am trying to create an automation workflow that checks if a particular product is in stock, and if it is to then proceed with the ticket. Does anyone know how I can query a service item asset type? This is the field I am trying to reference and check if the asset_state=in stock. Here is an example of the workflow: I’m not sure if this is the best approach or I need to take a different approach. All help would be appreciated. Regards,Mark

bobrichardsContributor

asked in Ticketing & Agent Productivity

customers blocked from submitting tickets

Every 3 to 4 months, my customers are blocked from creating support tickets. They see this message "sorry, you are restricted from accessing this helpdesk page."Your company reports to me some nonsense about spamming.That is your problem, not my problem. Why do you inconvenience my customers over and over with a repeat of this again and again? I want no more for my customers to see "Sorry, you are restricted from accessing this helpdesk page.' If you had any customer sense, the message would say “We have a temporary issue that we are fixing. This is not the fault of Seniorleads. This is our fault at Freshdesk.”This current message makes MY company look bad. My customer does not understand this is a failure at FRESHDESK -- they think it is my incompetent software people as the cause of this message.There are many ways to solve this (all are common sense):remove your spam detection and do not display this message -- I suspect this “spam blocking” is totally unnecessary and is an idea b

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

query re custom portals

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc. So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 thanks

IrfanAApprentice

asked in Assets

Bulk attachment upload to multiple assets

We’re in the process of retiring multiple assets and require each one to have a certificate of disposal attached to them for audit purposes. The current method of manually going into each asset and uploading the attachment works but will take a long time to do considering the amount of assets we have to get through. Is it possible to create an API that will upload attachments to multiple devices at once?

jfwilsonApprentice

asked in Portal/Knowledge Base

Secondary Email Mapping

I’ve seen a couple of forum threads through searching, but have not been able to find resolution. We have a different UPN than we do primary SMTP address. As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address. So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.When they email into the support address, it will create another account for them using the primary SMTP address. I know that I can merge these, but it’s rather cumbersome. The other option I see is to manually add the secondary email address. Is there a way that I can automate this via mapping attributes or otherwise? I don’t want to have to remember to do this for each new user.

SteCamApprentice

asked in API and Webhooks

Project Task API - 401 Error

I randomly get a 401 error when calling ‘Statuses’, ‘Priorities’, and ‘Types’.This happens in Postman and via my powershell script (v5.1). The pm API does not work with PSv7.The odd thing is, the 401 failure does not happen every time, It does not happen on the same project every time. If it fails, I can call it again and it will work.I’ve tried inserting a wait timer of 15 second between api calls - that does not solve it.I never had a problem before 3/20/2024. The issue started on 3/28/2024. I made no attempts between 3/21 and 3/27.

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