How do I....?

Hello,I want to create a new button in the portal landing page which creates a ticket form with a specific preselected category. The category is “Sicherheitsvorfall melden”.https://firma123.freshservice.com/support/tickets/new?helpdesk_ticket[category]=Sicherheitsvorfall%20melden!--scriptorendfragment-->!--scriptorstartfragment-->When I open this link the category field isn’t preselected.What I’m doing wrong?

Can someone tell me if i can add a number of service catalog items at once and if so, is there a template to do so? 

I have a question regarding the Freshservice portal for end users.  We have moved away from ‘Incident Categories’ and moved to the fields for Category/Sub-Category/Item.Things are working well, but a few inquiries have have come about stating too many clicks and added time searching for items in three different fields to submit a ticket. Has Fresh thought about a generic ‘Search Field’ where a keyword is typed in and selected (pulling from the Category properties) that auto-populates the Category/Sub-Category/Item fields when a user finds what they are looking for? 

We had a need to add a custom field to our contacts called “Mark as Agency Delegate”. The idea behind it is that the contact is not the VIP (or agency Representative), but the representative (or VIP) has delegated control to the contact.Custom Field for ContactsI have a contact group that I want to include all VIPs and those who are marked as Agency Delegates. However, there is no way to select a custom field to add delegates to the list. I only have the built-in options. I must have access to my custom field in order to ensure that no Reps or Delegates are missed. 

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned.  IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that a user who has an asset associated with them as ‘used by’ and flips that device state to ‘Awaiting Return’ (or something to that extend.  Is there a way to do this in current state? I’ve been searching the Asset Workflow and cannot find any way to utilize used by user’s status to dictate anything. 

We are in the process of ironing out a process for managing warranty replacements for our assets. I have a custom field, a check box (though i could make it anything else if that would help the process). I would like to have an automator that triggered when someone on our equipment team check’s that box and generates a ticket into the Tech support ticket queue we have.  I currently have it set to send an email to our domain, and to me. I get the email, our domain doesnt which makes me think that exchange might be blocking it somewhere. That said, I don’t want to drag our networking team into this if I don’t have to, and I feel like Fresh sending a ticket from Fresh to Fresh should be an easy ask. So...what am I missing here? 

Hi all - I’m just starting out with FS. I am curious - we use M365 for our email. What are the pros/cons to using the built in email with Fresh Service vs configuring it to use our M365 environment?  Thanks 

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned.  IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that a user who has an asset associated with them as ‘used by’ and flips that device state to ‘Awaiting Return’ (or something to that extend.  Is there a way to do this in current state? I’ve been searching the Asset Workflow and cannot find any way to utilize used by user’s status to dictate anything. 

How can I show contacts that have expired for an asset on the asset’s contracts list? When viewing an asset record and clicking the Contracts list button, all it shows is There are no active contracts available.However, I know there is a contract for this asset because I can go Contracts > Select Contract > Assets Covered > Select Asset. but going to the Contracts link from there still shows nothing. How can I make expired contracts visible on this page? Thanks. 

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc.  The next step has User B fill out a form that will then be emailed to them. Is there a way to prefill some of the form with information provided by User A. I know you can prefill but is there a way to reference previous steps like {{UserAStep1.first_name}} ?

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created directly as an incident. In other solutions I have used, I could create it as an incident, request, or inquiry.I tried to edit the type from the administration console, but it won't let me activate the request option. I would like to have these three options—incident, request, or query—because at the end of the month, I have to provide a detailed report on the types of cases that users call about most often.  

We want to separate a department and are moving them to another workspace, but I'm running into issues and I'm hoping you can help me with advice.We have defined projects as assets. These projects can run years, and we are using the “used by" field as the approval user for a lot of forms. When creating a separate workspace for our other department, they will get their own assets, and the project list is “empty” for them. I do not want to manage the projects in multiple workspaces but I'm running into issues building forms which are reading the assets.The forms in the new workspace can't read the assets from another workspace, and i do not have the option to create the form in the workspace with assets and then move it automatically to the correct workspace with the workflow Automator (we want to prevent moving them manually).  Any ideas/advice to overcome this issue? 

I have created dashboards that provide insights into everything my agents need to know at a glance. One single pane of glass through which they can gain insights into everything on their plate, and their teammates...except for tasks. Unless I am missing it, I do not see a way to create a widget on the dashboard that indicates the number of unassigned tasks in my teams’ queues. This is the only critical piece of information missing from their dashboard. Is there a way to create this widget that I am unaware of? Are we doomed to needing to click over to the tasks module and looking at a saved search instead of it being conveniently located on the dashboard? Please help!

Hello,In the service catalog, we have a field where we can have the list of users from the same company. Is it also possible to have the same list / same search fields but not limited to one company, but which pools all companies / or a few ? Where one can search for any user from any company. 

hey all, I know I can configure multiple SSOs in Freshservice, however I need to know is it possible to use two separate Microsoft Entra tenants for SSO within a single Freshservice instance?All ideas welcome!RegardsSteve

We have multiple workspaces and Service Catalogs in each.  Is there a “link” to only the catalog items for a single Workspace?  If not, how do we reorder Catalog items from multiple workspaces in the customer portal - I only see how to do this inside each workspace.

Is there a way to allow a date and time field to select a time down to the minute. At the moment it only allows specific 15 minute intervals  

Currently our software list is a mess. Different versions of the same software are visible as different software. For example; This is also the case for bigger applications;How do I keep my software list organized?

How is everyone delivering all “Awaiting Approval” or “Pending Review” changes to their CAB Board?  I know it can be done manually by copy/paste each Change URL into an email and sent out, but was wondering if anyone has created a scheduled report or something similar.  I started to play around in Analytics by cloning the Change Overview report, but I’m unable to get the URL for each change into the report to allow for quick access to each change.Thanks

We have created and published several solutions articles in our environment. We followed the instructions to export the XML for the Solutions folder, and when we get it, it’s empty. How can we export our solutions articles into a format that we can save and read outside of FreshService?

I’m racking my brain on this one but trying to create a simple service catalog item and workflow to allow users to update their Business Number in Azure AD.  The Azure Orch - Update User only has Mobile Number not Business Number field.Am I missing something here?Does anyone else manage Azure AD with FreshService have a solution for updating the Business Phone number?

I set up an Enterprise Freshdesk instance independently for my team outside of IT since they were not ready to commit and now, they want to discontinue mine, set up a new Enterprise instance, expand it to other teams and basically take ownership. I spent a lot of time setting up the automations, fields, etc and we have been using Freshdesk for well over a year now. Is there any way for me to export everything I have created so I can import it into this new instance? Or do I have to manually recreate everything all over again?

Hi, I am fairly new to using automations and conditional nodes in freshservice. What I am attempting to do is check if any of a multi drop down form entry contains a word. For example “test”. How do I do contains or how do extract each entry in the multidrop down to then do validation on it?  

Hey there,I was wondering how or is it possible to add further information to an auto reply (which group it’s assigned to etc.) to help with email filtering?It would be amazing to add it to the Subject if possible, as we’ve got a fair amount of groups in our servicedesk it would prove useful.Thanks!Sam