Ticket & Workflow Management

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.

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

Hi, I have an issue where the change request template was created and specific fields were put into the Planning Stage. However 1 field was created and put in a different area of the form, which has made the field box too small to be viewed after the CHN has been closed.. Is it possible to move this field into the Planning Stage, we have gone Live so there is data associated with the field that I do not want to lose.

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.

I seem to only be able to see one agent in the Support Portal when I click on "Switch Agent'. I cannot find any other agent using the Switch Agent search tool. How can I assume identities of other agents so I can see what they can and can't do? Thank you.

I am trying to find away to prevent closure of (or automatically reopen) a service request when the requested item(s) are still in the Requested stage. The idea being that unless the Stage has been changed to something else, one ore more items may have been overlooked, so I want to make sure it is either Delivered, Cancelled, Fulfilled or Partially fulfilled. I have looked at the Closure Rules, but they don’t involce item Stages, and the Stage field doesn’t seem to be present in neither Workflow Automator or Business Rules. Is the API the only way to do this?

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?

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 me Kind regards, Josip

Dear community, when we associate assets to a Change or Incident, if the Assets are spread across multiple pages, we cannot multi-select and add the assets. It has to be done one page at a time. We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated. If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented! Thanks, Cécile

Hello All,We are communicating with one partner using email. They have a non API-self build service tool.It would be great if we can use some information from their emails as input for our tickets in Freshservice.E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created. Is this possible? If yes, how? Or where can I find the info about this.I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-) Regards Eric

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?

Hi all, I’ve been using the Azure and PowerShell actions in my workflows and am really excited about the things our team can solve with these automations. I have noticed that our flows that contain these actions don’t run consistently. For example, they sometimes stop in the middle of a flow with no error in the logs. Also, the same ticket where this happens is unable to trigger any other Azure flows after the failure. All conditions are met to trigger a flow but nothing happens and no events come up in the logs. I’m working with Freshservice support on this and they have been great at keeping me updated and even scheduling meetings to speak with me, but it has happened more and more with multiple workflows. Just wondering if anyone else has experienced this. Thanks, Dana

Agents cannot see the tickets assigned to other groups. So, if a ticket is handed over to another group for some tasks, the previous group can’t see the ticket anymore. Is it possible to share the ticket in order that both groups can still see the changes? Are the Agent Roles the only option that I have, to make this possible?

Hello all, as far as I understand from reading is that it is still not possible to search on (ticket) Tasks.We use the option Task a lot. A series of tasks creates a solution for a ticket.But if you can not search on task attributes what is the use of these tasks then?I hope I misunderstood and it is possible to search for tasks. (Note: Not PROJECT tasks!!) Regards,Eric

So wanted to know if there if any way to build an expression to associate Term Employee assets to ticket and then email different groups based on those assets. For Example HR will raise Offboarding request where the Term Employee Name is there ( this is a dynamic filed in the service request so I can pull their associated of Freshservice) I want to then be able to associate all the assets that the user has to that ticket and depending on the assets they have email different department that deals with those assets. We are also using Assets fields to manage their Saas Application access as there is not other way to associate that to users currently. If anyone can help me build workflow automator expression to this would be really helpful. I would assume we are able to do something like below Get Term Employee ID Get Ticket ID Get Asset where used by = Term Employee ID Associate Assets where TicketID = TicketID For Each (Associate Asset) { IF Associate Asset includes desktop Email Desktop

I am currently looking for a solution to bulk update ticket with a blank field under the field “Departments”. It seems that the current way the ticket page is setup that there is no way to just view these tickets. I would like all these tickets to use the department that the requester has, as I bulk updated users recently and would like it to show for previous tickets. I have already created a workflow to perform this update after updating the category to a fill in category that will be deleted later. I have about 700 tickets with no department and do not mind going page by page 30 at a time, but I cannot view just these tickets. My current closest view is closed tickets and that presents about 5000. The tickets are also older than 30 days. Any suggestions would be welcomed.

Simplify form for end users, make it easy to raise through the Requester Portal especially for end users who prefer sending emails. To drive users to use the end user portal, you want to make the experience of putting in a ticket and keeping an eye on it as easy for them as you can without asking them to fill in too many fields. You should also be using Business Rules to reduce the amount of visible fields and options within those fields if there is an opportunity to do so. Also, for the sake of ease of use, consider if you want to make these fields required on submission. You can utilize strategically placed additional Custom Fields to your advantage. Apart from the basics like the subject, description and attachments, you could also ask them information about how badly this issue is affecting them, and how many users are affected. We don’t usually suggest that you map this field directly to the priority and hence affect your SLA, but it definitely helps your agents assess how a parti

Hi, Wondering if anyone else has experienced issues with sending a reply to a ticket. Every once in a while Ill put in my reply and then try clicking send and it just does not work. Button looks like it was clicked but no reply is sent. I need to reload the page to be able to send. Sometimes I dont notice it was not sent until days later! Seems to happen more when I am working quickly. I am also in communication with support but wondered if it happened with anyone else. Thanks.

When the team opens a ticket they see a small note in the top left corner. See picture.I think this is a reminder so they are aware that the ticket is overdue or awaiting response. But is there a way to remove this. Especially when it says: Response overdue!When they already responded this note should disappear but it stays in sight. This confuses the agent because you do not know if you responded or not.Where can I find this setting?

I have a service request where I added some checkboxes to the custom fields , and I want to use a workflow to produce tasks based on whether or not the checkboxes are checked. I found in the expression builder where I can see the custom fields (placeholders, service request, search by service item, etc), but I’m stumped as to how to phrase the expression so that I know if something is checked or not. Is it Boolean? Is it a numeric value like -1=checked, 0=unchecked? Anyone with suggestions?

I want to make sure I am understand First call resolution. So i can provide my executive team better reporting on this. Here is a situation, we get in a ticket from a user. One of my agents from group/team A, reply's to that ticket to make sure we comply with the response SLA requirement (but doesn't assign the ticket to an agent), then that same agent assigns the ticket to another agent in another group/team. Now my question is, how will that ticket count against the original agent in group/team A or will it just not count on his score at all? Thank you in advance for any guidance you can provide. Richard DeRosa

I work in a K12 school district, we have thousands of chromebooks and I’d like to start syncing our chromebook fleet from Google Admin Console to FreshService’s Inventory module so we can better track their lifecycle, status, and repairs. I’m going to custom script this, because I’m not a fan of the app that can sync devices from FreshService. Is anyone doing something like this? Ideally I would like to have a service request item that we can link to the chromebook being repaired, indicate the repair needed, link that to an item in inventory where we keep a qty/count of those items and what company they belong to (We operate in MSP mode, as we support multiple school districts). I would need to figure out the workflow for how the service requests get put in from the end-user side along with the workflow on the side of our technicians, showing the status of where it’s at in the repair process, and what parts were used to fix it and consume those parts from the inventory in FreshService.

hi i am trying to build an automatic flow and use the expression builder to read a value from the last written note. The text that we are going to get is surrounded by this character " Can you use excape characters to get the expression builder to understand which character it should, for example, replace? For example. replace('Testing " if it " works',' " ','*') to replace " with *. I get an error message that says Invalid syntax - Missing right parenthesis

Anyone know if there’s any documentation around the below Responders tile that appears on some tickets? I’m trying to understand when it appears, and what happens when you click the Acknowledge button. I can’t find any documentation.

I found that my agents can stop auto assignment tickets,