Ticket & Workflow Management

I’d like to send an email to an Active Directory distribution list. I want to have a drop-down on the Service Item for the requestor to choose, e.g. All Washington. Then I want to use a workflow automation to set the recipient as the “All Washington” distribution group based on the selection. What is the best way to set his up?

Hello, How can I check if ticket “To Emails” is abv.Gmail.com inside a workflow? It appears that the mail should be added somewhere in the FreshService, otherwise it appears that the mail is not found and the workflow cannot be triggered? Thanks

Why can a child ticket not have another child ticket? Why can a parent ticket not have another parent ticket? Having chains of tickets would be useful to track down an incident that exists over multiple months,/years

Can I restrict users from closing tickets for a specific category? I have a service item that if they close the ticket, it causes issues for the techs.

Hello, I am looking for a way to ‘sort the order of displayed content’ (e.g. alphabetically) within a dropdown field that gathers its information from a ‘custom object table’ It seems like it gets it’s order now from de table’s unique id, but of that I am not really sure, for I have seen sorders change as you add or remove (record-)lines to/ from the table. Dropdown field Table Objectrecords: Table Object fields configuration: Current order of display: (Would prefer to display alphabetically, or in any order that I choose)

I am curious how everyone is configuring the re-opening of tickets when a forwarded requester replies to a ticket. Right now the responses from a forwarded requester are omitted if the “These events can be performed by “Requester”” is selected in a workflow automator. They are only included if it is set to “Anyone”. But this would include agents and would induce a looping effect. We need replies to these tickets that come from a forwarded requester to re-open our tickets so agents know there has been interaction with a closed ticket. Throw out all your suggestions please and thank you!!

Hi Forum, Has any noticed that if you have a system placeholder in a Action Node and you either clone the action node or copy the placeholder between emails/notes that the placeholders will bug out and not work 100% of the time? Only when you delete the action node and create it from scratch will it work? I have quiet an in-depth workflow tropologizes in place within Freshservice and have noticed when cloning action nodes or coping action nodes there's no consistency when a placeholder will work or not work… For Example: a placeholder will work in 4 emails in the same action node, but on the 5th email in the same action node it wont work..

Hi all, where can i find a information about placeholders, that are e.g. used in email notifications, but that are not selectable via the insert placeholder {} button?e.g. in the approval email notification for tickets a placeholder named {{approval.member.name}} is used. i cannot find this in the ones to chose from. so if i delete that i am afraid i might never ever find that again. nor know of others that exist that might be helpful. e.g. i was looking for a placeholder that puts the new “approve / recject” buttons on a different location in an approval email than at the very bottom. br, Günther

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!

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 -123 preferred format: #INC - 123; test subject.

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

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?

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 Category Our 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?

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.

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.

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

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

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

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?

I have looked through the Community and haven’t found answers on this yet. Has anyone created a rule/process where if the ticket is opened by an Agent, the response SLA is met? Basically, if my IT staff opens the tickets via a phone call, then the ticket still requires a response via email or public note. That seems redundant since they talked to the customer to open the ticket. Thoughts?

Hi,Trying to figure out how I can get a list of softwares used by a specific user in a workflow. I can easily do it on Assets through API calls but I can’t figure out how to do it for Softwares. Any input?

Hi there. So my company are just starting to use FreshService. We wanted individual buttons / offerings available for specific issues / systems and so we built out a service catalog of items based on various issues. Some of these offerings though are more 'Incident' than 'Service Request' though and so we utilised the Workflow Automator to - pretty easily - convert these offerings in question to Incidents after being raised. However. We have just noticed and realised that during the conversion from Service Request to Incident, the custom data gathered in the Service Request is not carrying over to the Incident. And I'm wondering if there is any way around this? Is there a way to make the conversion carry that custom data over? Or are we going to need drop this idea? Thanks for any information.

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?

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)

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…