How do I....?

How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident?  I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.In our previous ITSM system we setup SLAs related to the Services, and then selected the Service in the “Affected Service” field - this related the SLA to the Incident based on the Service affected. Can anyone help?(Note: moved from inadvertent posting on Freshdesk)

I’ve been digging through documentation and cannot find the answer. We’ve only ever used manual approvals in the past, but with recent changes, we now need to create ‘Approval Groups’, even when it’s only one approver. Problem is, all Agents have the ability to make Approval Groups and, like Tags and others, there doesn’t seem to be a place all these Groups are stored. I don’t know how many are out there, who created them, how they’re being used, etc. Are these Global fields? Can everyone see everyone’s Approval Groups? etc. I want to enable agents to request approval, but I don’t want to add to the massive technical debt hiding in the background.

Hello, Suddenly the New Requestor option is unavailable. When going to Admin then requestors the New Requestor button will show briefly then disappear. This happens in FireFox, Chrome, and Edge. It is only happening on one device. Any suggestions on what might be causing this?

We have conference rooms and Teams enabled meeting rooms that we would like to track the AV devices in the location and potentially bundle it with the room. Has anyone loaded AV assets into Freshservice? If so could you share Make and model information and how you set it up? Any issues you ran into? 

Ok another long term scenario I still cannot resolve and curious if anyone else has this issue and foudn a solution. Lets assume we have an azure AD tenant with 6000 actual user accounts and 3000 shared mailboxes.  We can use azure provisioning to auto create requesters in Freshservice, based off of a group membership which we could specify requires the Azure account to have an employee ID for example, so we have 6000 requesters in Freshservice. If we assume users create tickets via the portal and via email how do we stop people sending emails from one of the shared mailboxes thus creating non-user requesters? You have to assume that the email domain of the shared mailboxes will be the same as the users, so we can’t filter the emails on the email domain There is no way we can specifically exclude 3000 email addresses from the mail flow rule All emails show as internal so we can’t use that as a filter optionDoes a

I’ve looked at this topic multiple times but never got a viable solution so posting this here to see if anyone has any ideas. Lets assume you have 1 mailbox where internal users email issues to.  You are using Exchange 365, and have a mail flow rule that has conditions and action:Recipient is the “ITIssues” mailbox Sender is Internal Redirect to “FreshserviceAddress” (let’s assume for now we don’t need to keep the emails in the mailbox, in which case you would add it as a cc address then create a mail rule to auto file the messages)Now using this, if a client emails ITIssues the email will go to the inbox so it could be dealt with outside of Freshservice. This is great until….User A emails ITIssues and cc’s a client. Ticket is raised Agent 1 replies which emails User A and the client by default Client replies and the email goes to the inbox.Ok, so we can work ar

I am trying to force a selection for Source. Users leave the default selected, and all the tickets source is phone.  I want to use a business rule to force a selection.  In the ticket form I need to make a custom field “Select” the default, but it seems that phone as default cannot be changed.

I’ve seen this discussed a little bit in the past, but I’m still not seeing any obvious way to do this.We want to turn off the first response SLA, but leave the resolution SLA in place.An example scenario is that a ticket is raised, and we send out an email to the requester automatically via the “Email Notifications” section in the Admin area of Fresh. So the user is already being made aware that a ticket has been raised, and that we will be working on it. Our first responses tend to be pointless, as they just result in a manual response that pretty much is the same of what they’ve already received when the ticket was first opened.So, we want to switch off the first response SLA, and keep the resolution SLA in place. Is there a way to achieve this, even if it’s a bit convoluted to do? We could just set the first response to 12 months, and leave the resolution SLA’s as X amount of hours?

I need to add a question for a service item where it will list multiple items and the requester will select an item and then determine the quantity.  It is an HR service item in a business workspace to track assets issues to them (like computers, uniforms, keys, etc).  HR wants the employee to select which items were assigned to them and then the quantity of each.   Any ideas on how to do this?

Hey there, Not been using the product long so it may be a learning thing for me!I’m trying to add underlying data to a report for Priority tickets to send to my seniors: I currently have this but I need to see:Issue Description (Or title)Raised By (Reporter)Date LoggedOwnerLast Update date & timeAny assistance would be hugely appreciated!Thanks,​​​​​​​Sam

 Hi Freshworks community,I’m exploring how teams that run field service or repair based operations are using Freshservice to manage SLAs and ticket lifecycles effectively.In repair environments (like appliance or equipment repair), tickets often go on hold multiple times due to parts availability, customer scheduling, or vendor dependencies. This makes SLA pause conditions and accurate resolution reporting really important.A few questions I’d love input on: How do you design SLA pause conditions so they stay reliable even as on-hold reasons evolve? Do you maintain legacy pause reasons for historical accuracy? Any tips on handling SLA repairs without impacting older tickets? We’re evaluating this setup for a repair workflow similar to what many appliance service providers deal with daily , so getting SLA logic right from the start is critical.Would

 Hi Freshworks community,I’m exploring how teams that run field service or repair based operations are using Freshservice to manage SLAs and ticket lifecycles effectively.In repair environments (like appliance or equipment repair), tickets often go on hold multiple times due to parts availability, customer scheduling, or vendor dependencies. This makes SLA pause conditions and accurate resolution reporting really important.A few questions I’d love input on: How do you design SLA pause conditions so they stay reliable even as on-hold reasons evolve? Do you maintain legacy pause reasons for historical accuracy? Any tips on handling SLA repairs without impacting older tickets? We’re evaluating this setup for a repair workflow similar to what many appliance service providers deal with daily (for example, tracking response and resolution timelines for applianc

I’m creating an integration to create Freshservice tickets using phone call data. This service is intended to live outside the Freshservice platform but I cannot find documentation for using OAuth with the APIs.I saw on a community post that Freshservice APIs now support OAuth flow. The article directed me to your documentation at https://api.freshservice.com/#intro. However, only api key authentication is mentioned.Can someone share the steps I need to take to implement my integration using OAuth authentication flow?

I am looking forWhen we raise a hardware request such as a laptop and enter all the required details, the request goes for approval. Once it is approved, I would like to generate a PO report in PDF format. Is it possible to set this up in the Freshservice helpdesk ticketing tool?

How can I configure Freshservice so that an Incident uses the SLA assigned to a Service selected as the Impacted Service?I do not see “Impacted Service” available as a trigger condition when creating SLA or OLA policies under Admin → SLA and OLA Policies.In our previous ITSM tool, SLAs were tied directly to Services. When an Incident was created, selecting a Service in the “Affected Service” field automatically applied the related SLA to that Incident.Is there a way to achieve similar behavior in Freshservice?Any guidance would be appreciated.

In our use case, agents perform key activities—for example, the IT team creating a user’s email address or the HR team creating an employee ID.  While there is an option to add a stakeholder, the dropdown consistently shows “No options available.” Is this expected behavior, or could this be a bug?

I was interested in upgrading from the growth plan. I was trying to find a price difference and when I click next it said I ordered the product. I instantly sent an email to Freshdesk and called.  I told them that it was an accidental purchase, and I want refunded my money and put back on the growth plan. All I keep getting is the same email asking what the issue is with my pro plan and how they can help. They are intentionally avoiding refunding me my money. To me it seems like a poor business decision to lose $10,000 a year in business from us over trying to hoard a couple $1000 but it's your decision to make. I cannot get any answers from anyone on email, and they have stopped answering my phone call.I can't believe I have to go resort to filing with my credit card and blasting my experience all over the Internet.  Even trying to make this post is difficult. They don't have any subforums for billing

I work at a fairly small company (about 100 employees) and I’m trying to come up with a better way for us to loan out laptops to our users.  They’ll periodically need if they’re traveling or if we’re troubleshooting their current device.  I’ve already created a service item and added the fields we want.  However, I’m wondering if there’s any way to remove or hide the default “location” field.Since we’re such a small organization, we don’t have multiple locations.  I’d like avoid our users having the fill this in or at least have it auto-populate.  I’ve included some images below of what I’m referring to.  Does anyone have any ideas or know how I can hide this field?  I attempted to use the Business Rules for Forms, but I couldn’t get it to work with the default “Location” field.  I only see the option to hide at

We are starting to use Device42 to import a full list of our assets and, so far, we’ve had a good experience with it. However in order to make the most of the ‘Impacted Services’ feature in the Change module, we want to be able to link our assets to Services (Applications within Device42) so that, for example, when a server is the subject of a change, the owners of any application relying on that server are automatically added as change approvers.An Asset can be manually linked to a Service within Freshservice but this is not practical given the numbers of Services and Assets that we have. Performing a regular sync operation via the Device42 app options screen in Freshservice does not import any Asset/Application relationships pre-mapped within Device42.Has anyone else had this problem? I’d be grateful for any guidance on how we might manage it.

I am trying to implement custom scripts specifically on the offboarding page for the second part of the process(Reclaim Assets). Our imported assets have a naming standard, usually follow PREFIX-Serial#. We want to make it easy for the user to complete the form by changing the displayed name from the above to Laptop without actually changing the asset name in our inventory. I know how I can achieve this using JS but unsure where I can put the custom script under portal designer :(I’ve tried footer page and have had no luck. I assume this page is a public page and scripts implemented under portal designer do not apply? But than again, I have to sign in to access the page so I assumed this was not the case. 

Hi All, I am facing an issue while using the Approvals feature in the Freshservice mobile app. Earlier, all past approval comments were visible on a single page. Currently, we need to expand each approval group individually to view the comments, which makes the approval process cumbersome for approvers. Is there any workaround or setting available to restore the earlier view or simplify this process? Regards,Amulya S.

I struggled with the existing instructions, hopefully these steps are clearer:By default, there are five asset states in Freshservice,In Use : The asset is currently being used by somebody in your organization. Missing : The asset isn’t being used, but cannot be used since it’s missing. In Transit : The asset has been ordered from a vendor or is being moved. In Stock : The asset is readily available for use. Retired : The asset is too old, or isn’t functional and has been retired. Add your custom asset state here for our team I used recycled/ destroyed.Follow the next steps:Click on Hardware Field (Parent Folder) Choose Edit  Click just right outside the “Asset State” field (when cursor changes from one pointer to four pointers) a new menu opens.

Freshservice has released the ability to archive custom fields in a service item. I was hoping this would improve the agent experience when updating existing service items but was left disappointed. I am reaching out to the community to see if anyone has come up with a unique way of handling this.Problem:I want to keep historical data for service items easily accessible in the ticket so it can be referred to at all times in the state it was submitted. This is important to ensure we have an accurate record of what the requester selected, particularly around on and offboarding.Archiving Fields:  I understand that the field is referen

Team As we are currently using Freshservice to create laptop requests, I’d like to understand whether it’s possible to generate PR and PO reports directly from the same portal after approval.Could you please confirm if this feature is available or if any configuration is required?