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Ticket & Workflow Management

Ticket & Workflow Management

  • 59 Topics
  • 250 Replies

59 Topics

E
Skilled Expert
EricRoelandSkilled Expert
asked in Ticket & Workflow Management

Help Needed with email - tickets

Dear All,I know there is a topic but I have no access to this.My question:There has been made a ticket [#INC-0001]All information is in there.My colleague remebers some additional info and want to add that to the ticket [#INC-0001].He sends an email with in the subject line [#INC-0001]. In the bdoy the extra info. Now the problem: It creates a new ticket [#INC-0002]  instead of adding it to the excisting [#INC-0001].What do I do wrong???Thanks for the help. Eric

2
E
Skilled Expert
5 days ago
M
Skilled Expert
MariamPSkilled Expert
asked in Ticket & Workflow Management

freshservice subject field format

good morning, is there a way to amend the format of the subject field in FreshSerivce.currently the ticket number is at the end of the ticket subject. we’d like it to be at the beginning.subject current format example: test subject #INC -123preferred format: #INC - 123; test subject.

8
Daniel Söderlund
Skilled Expert
6 days ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Ticket & Workflow Management

Custom Object Reader Node not reading higher levels of dependent fields

How is it possible to be able to use the reader node in a Workflow to read the first 2 levels of a dependent field? This seems not to be possible currently.Example:I have a Custom Object with Category being a Dependent Field. Some have 2 some have 3 levels:In the reader node it is set like this: In this example “Jira” is not giving me any results because it was not specified in the Custom Object. But my expectation was that it will take the higher level “Project Support” instead.But this is not the case.Of course I can do this in a workflow item by item. But having about 300 categories will make this a huge task.It would be nice to have a way to read the first and second level as well somehow!Ideas?

6
PatrickMurphy
Skilled Expert
6 days ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
posted in Ticket & Workflow Management

Workspace nor not to workspace

Hi,  I have started to looking into WS in FS in my trial.  Found few things that I’m questioning “why didn’t they do like this”. Wounder if anyone else have been looking into using?  No global custom objects, if you have WorkFlowAutomations that uses custom objects you need to create them in specific workspace. You need to duplicate/mirror (manually) the custom object if the same ticket going to be moved to another workspace.  The prefix for the ticket is default workspace(IT)set to SR(type: service request), so of a ticket is routed back to IT workspace it will get SR and not the same it was before like a INC. (You could mitigate this with an WFA and a hidden field that contains the original type) My findings for now, except they way access it handled and few other settings that has moved around. 

22
Daniel Söderlund
Skilled Expert
12 days ago
jmilos
Apprentice
jmilosApprentice
asked in Ticket & Workflow Management

Best way to redirect users to the right Service Item

We have a service category for our legacy application “A” that has a number of service items, including job scheduling, new report requests, emergency access, etc..Additionally, We have a service item for Password Resets that covers all of our legacy applications (including application “A”) that are not on SSO / MFA. This service item exists in the Password Reset Service CategoryOur users often go into the service category for “A” looking for a password reset item, and don’t see it there. Is there a way to in the Service Category, re-direct users to another service item? 

2
zachary.king
Skilled Expert
15 days ago
desktopsupprt1
Contributor
desktopsupprt1Contributor
asked in Ticket & Workflow Management

Easy ticket filtering.

Am I missing something simple here? With our previous ticketing system, when the tickets were in tabular view, there was an option to enable search bars for almost every column. So for example, in the Subject column, I could enter “2023-08” and tap enter and It would filter the tickets down to those that included this string in the Subject line. Then I could go to the Site column and type in “Portland” and it would filter down the list further. I could literally run a query on the entire ticket queue in a very quick fashion by simply entering strings like this. I know there is the filtering popout in Freshservice on the right, but there is no “Subject” field. Nor can I easily filter by requester location since there is no location field either.  I realize I can go create a report each time, but that takes much more time.

3
eeha0120
Skilled Expert
16 days ago
E
Top Contributor
edward.kimTop Contributor
asked in Ticket & Workflow Management

For 'Service Request', is there a way to allow formatting to users for multi-line textarea?

Hello,  Below is the ‘formatting’ toolbox I am referring to. This appears only for a multi-line textarea in ‘New Tickets/Issue’.   So if I were to go to any item under Service Request, that formatting toolbox won’t appear for multi-line textarea.  Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things. 

1
G
Skilled Expert
28 days ago
sccit
Apprentice
sccitApprentice
posted in Ticket & Workflow Management

Changes on how categories are set in FreshService have a negative impact

A change has been made on the way the categories can be set in FreshService that have a negative impact and do not help improving efficiency. It is the opposite instead. Before it was extremely easy to do in bulk using plane text, as you could define the hierarchy using indentations. This allowed for easy management and to keep track of changes by saving a copy of all of them before major changes were made. Now that is not possible to achieve and if one wants to create a copy (or a backup) of the categories before a major change, one would need to copy them one by one, making it an extremely laborious and time consuming task. The change is understandable as it may look nicer, and it allows to make some modifications in bulk, but only per level. But is not efficient in the practical sense. Our recommendation would be leave both options available, the later and the new one. So one can use the one that is more convenient depending on the scenario. Thanks.

9
G
Skilled Expert
28 days ago
B
Skilled Expert
BobbyBMoreSkilled Expert
asked in Ticket & Workflow Management

Searching for a particular webinar video

Hi.  I was reviewing a webinar video and had to leave early.  I am trying to find it and haven’t had any luck.  Hopefully someone saw it and can direct me.  It was two people, a woman and a man.  It was primarily driven by the man who was showing ticket best practices.  My notes say he was showing the status field and how you can add various custom statuses.  In his example, he reviewed “Scheduled” and how you can edit the SLA due date.Thanks!

0
B
Skilled Expert
1 month ago
BrynCYDEF
Skilled Expert
BrynCYDEFSkilled Expert
asked in Ticket & Workflow Management

Workspace Workflow Automator not firing on Category change

Hi All - I’m working on a new FS instance and it has WS enabled by default.  I’d like to use a Global Supervisor Rule to change the Category on a new ticket from null to Software - this is working - then have a Global WF fire to send an email when it sees the change from null to Software - this is not working and I’m wondering if the different tiers are the problem.OR is FS not accepting the change from null to software as “Ticket is updated” for the event condition.AIM:  I’m doing it this way bc Supv Rules do not allow me to send email to anyone other than Requester or Agent which is kind of a weird restriction.Any assistance or other idea to achieve aim would be greatly appreciated.TYBryn

7
Daniel Söderlund
Skilled Expert
1 month ago
A
Top Contributor
abigayle.paulsonTop Contributor
asked in Ticket & Workflow Management

Create A default Ticket View For approvers

Hello,I would like ot create a ticket view for the approvers that is their default view. I want it to show all tickets they must approve still. Then I would like a second ticket view that shows approved tickets. Lastly, how do I add this to their views but no one else's? Thank you

1
J
Apprentice
1 month ago
H
Apprentice
HenryApprentice
asked in Ticket & Workflow Management

Why don't I have access to this url?

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&cad=rja&uact=8&ved=2ahUKEwjcobyPjaiAAxVMmmoFHSnSDUwQFnoECA4QAQ&url=https%3A%2F%2Fcommunity.freshworks.com%2Ffreshservice-11247%2Fusing-the-api-to-add-any-asset-from-inventory-to-a-new-ticket-22556&usg=AOvVaw0g_QDciQ5RrkNT6fEhzMN4&opi=89978449

2
alyssia.correa
Community Manager
2 months ago
E
Top Contributor
edward.kimTop Contributor
asked in Ticket & Workflow Management

If I update/change an existing Field in 'Ticket Fields' page, what would happen to existing data?

Hello,  So there is an existing field called ‘Category’ and let’s say the value goes something like this:Software MS Office Teams Windows Chrome Internet ExplorerSoftware (Replace Above with This): Office 365 Operating System Web/Browsers Others So first ‘Software’ is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let’s say there are already Closed tickets and some Open one that has been assigned ‘Software’ Category and whatever sub-categories.  What would happen if I just replace all sub-categories in ‘Software’ category with Sub-Categories from ‘Software (Replace Above with This)’? Would this make all ‘Sub-Categories’ values for all existing/closed tickets to be blank?  Would it remain the same?  Would it ask me to replace the value for all existing/closed tickets?     

5
Daniel Söderlund
Skilled Expert
2 months ago
obsidianreq
Apprentice
obsidianreqApprentice
asked in Ticket & Workflow Management

Freshservice Tickets - show properties under details

In Freshservice, when an agent is viewing a ticket, all of the custom fields that a requester filled out are shown in a tiny collapsible card in the right-hand column as “Ticket Properties”.The “Ticket Properties” are what my agents need to be able to easily view/print in order to approve and complete a ticket.  Is there any way to have these show under the “Ticket Details” tab instead, making them much more visible and easier to read?

1
eeha0120
Skilled Expert
2 months ago
E
Top Contributor
edward.kimTop Contributor
asked in Ticket & Workflow Management

Can't create dynamic section fields in Admin -> FIeld Manager -> Ticket FIelds and need some advice

Hello,  I have been looking to find a way to add a dynamic section to the main ticket form (I believe the url goes like https://helpdesk.teamname.org/support/tickets/new) but I couldn’t find a way. (On the other hand, I was able to do it for Service Catalog items).  Anyway, I found this article and followed the step to go to Admin → FIeld Manager → Ticket Fields. Then I added a Dropdown field for testing but I couldn't locate (+) icon as shown in below screenshot.   Could you please confirm if it’s possible or not to add a dynamic section here? We’ve been looking to update the main ticket form so it will as convenient as possible for both users and agents.  P.S. I just checked again on my Service Catalog items and instead of (+) sign as shown in the above screenshot/article, it now shows ‘Add a dynamic section’ (likely update) Thank you and pease let me know if you have an questions or more info. 

4
E
Top Contributor
2 months ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
posted in Ticket & Workflow Management

Email Outage

Has anyone noticed there’s a problem with O365 Custom Email, it’s been ongoing since last Friday?http://updates.freshservice.com/incident/362330 Seriously, FreshService, don’t you think this would warrant some kind of notification to your customers?I shouldn’t have had to spend an hour investigating error messages. Please don’t tell me to open a ticket with support, I already have an hour ago and haven’t gotten a response yet (#14235298)

4
JTAVOLARO
Skilled Expert
3 months ago
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
posted in Ticket & Workflow Management

Ticket sharing for agents?

The introduction of ticket sharing was a feature that I have been waiting for over 6 years for.  I was pleased to see it finally get added.  Unfortunately, it looks like Agents are limited in their ability to share tickets since they don’t view tickets in the same manner as a requester does.   Are there plans to expand ticket sharing functionality to the Agent portal as well?

5
Shadow FIght
Community Debut
3 months ago
E
Top Contributor
edward.kimTop Contributor
asked in Ticket & Workflow Management

How do I add/remove from Sub-Category in a ticket?

Hi everyone,I have been looking to get familiar with FreshService tickets and it’s been a trouble trying to understand how ‘Sub-Category’ and even ‘Category’ works.  After reading and checking here and there, my understanding was this would be controlled by ‘Service Catalog’ so I went to Admin → Service Catalog → ‘Enterprise’ category then created an item there (Published, not draft) However, even after I’ve done that, I see the new item I created is not showing in Sub-Category… Could you please enlighten me this situation? I waited several mins and refreshed the page but it hasn’t shown up yet…   

2
Kamakshi V
Community Manager
3 months ago
J
Apprentice
jhannaApprentice
asked in Ticket & Workflow Management

Custom Field Validation and Error Checking

Hello,Is there anyway we can validate/error check/add logic to custom fields prior to the user submitting a service request form?  Here are some examples:If we have a date field, we need to be able to see if the date has occurred in the past and if so, alert the user to change the date to at least be the current day.  If we have a number/decimal field, but say only want the value to be less than 100, to be able to add logic to the field for < 100.If we have a text field where we are asking for an email address, to be able to validate the address and make sure that not only there’s an @ symbol, but where we can also validate the domain.  In our case, we would only want the email domain of our company.Thanks

3
J
Apprentice
3 months ago
P
Apprentice
parkertylerApprentice
asked in Ticket & Workflow Management

Not Mark Tickets From Deactivated Accounts As Spam

I know that when requester accounts are deactivated, new tickets they submit are automatically marked as spam. Is there a way to turn this off or set up an automation so this does not happen?  When an employee is terminated, we send them an offboarding email. But if they respond to the email, Fresh Service marks the ticket generated from the reply as spam. So, we are constantly having to monitor the spam folder for those responses. Is there a way to turn off this feature? Thanks!

3
eeha0120
Skilled Expert
3 months ago
BSJFW
Contributor
BSJFWContributor
asked in Ticket & Workflow Management

[Bug]: Dynamic Section doesn't display all selections

Service Catalog Admin. When adding a dynamic section and selecting from a list that requires scrolling, items are not displayed when attempting to scroll down - the scroll bar jumps back to the top. This happens after a number of dynamic sections have already been created, greying-out the visible items on the screen.  The ability to select the ‘hidden’ items still remains by clicking on a space within the list but the scrolling feature does not work thus making it unable to select the item preferred.   

0
BSJFW
Contributor
3 months ago
Mo.Wael
Skilled Expert
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

16
eeha0120
Skilled Expert
3 months ago
L
Contributor
LeonardContributor
asked in Ticket & Workflow Management

Parent-Child - Getting service item fields from parent SR into child SRs

We have a few Service Item bundles that collect a lot of data, and the additional items are separate child tickets that track work related to processing/validating the parent ticket.  We would very much like to copy all visible fields from the Service Item in the parent as a note to all the children.  I initially thought that I could use an Expression in an automator that processes the parent ticket to use the trim function to store data from the all visible fields placeholder, which I would then place into a subsequent action as a note to associated child tickets.  However, when I test it out, in the Activities I see that the expression step fails.  Any ideas how I can achieve this?  The form has a LOT of fields and conditions so as it is on the parent ticket I add a note of just the visible fields because it’s much easier for the agents to read than the reading the Service Item.  

4
eeha0120
Skilled Expert
3 months ago
E
Skilled Expert
EricRoelandSkilled Expert
asked in Ticket & Workflow Management

Attachments create NEW ticket instead of adding to old

Hi all,I searched through all answers and topics but I could not find the right one. If I overlooked I am sorry in advance. 😉When a customer sends an seperate email (not replying on!!) to my freshservice mailbox it created a new ticket instead of attaching this to an existing ticket.We use the subject: [#INC-1234] - Attachment where #INC-1234 is the existing ticket. A new ticker #INC1235 is created telling that this is a attachment for ticket #INC-1234.But it is not attached to the incident itself.What do we do wrong?

12
eeha0120
Skilled Expert
3 months ago
Josip
Apprentice
JosipApprentice
asked in Ticket & Workflow Management

Main Admin can't see tickets or anything anymore

Hi,I was experimenting with admin permission and removed the main admin from the IT Workspace.I believe with that I lost the necessary roles to view tickets etc.When I re-add myself to IT workspace nothing happens as I cannot give myself Roles? How am I supposed to give myself permission then? It says user cannot give roles to himself but I only have one, main admin? So once you remove a permission or role from the admin you cannot re-add it again?Can someone explain this to meKind regards,Josip

1
eeha0120
Skilled Expert
4 months ago

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