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Using Freshservice

457 Topics

K
Top Contributor
kenyon.gilesTop Contributor
asked in Getting Started

Automatically Attempt User SSO Login Before Displaying Home Page

We are fine tuning our end user experience.  AAD SSO is working.  Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards.  Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page?  I’ve looked around and searched online with no success.  Any help is appreciated. 

2
staindoor
Community Debut
2 hours ago
J
Apprentice
Jon_FlybuysApprentice
asked in Apps and Marketplace Integrations

Jira Orchestration - Automating closure of Jira issue from Freshservice workflow

Hi Team,I’m currently trying to figure out whether it is possible to automate the closure of a Jira issue via the Freshservice Jira orchestration workflow.I have tried using the ‘Update Issue’ Jira app action and use the custom field statement below but didn’t have any luck.{"custom_fields":{"Status":"Done"}}  Can anyone assist?Regards,Jon

2
J
Apprentice
8 hours ago
B
Apprentice
bearhunterApprentice
asked in Portal/Knowledge Base

Making the change to Single MSP Mode and best practices.

Hi All,  I have seen a few discussions regarding MSP mode and its use-case scenarios.  But, I’m wondering if there are resources into what to be mindful of after switching to MSP mode?  I get that we need to setup the email address and the portal.  But what else should be verified before being confident that the instance is ready for production use?  Is there documentation regarding MSP and the steps required to verify the instance?  Meaning a checklist of sorts.  I did a pretty robust search of this site and the web, but couldn’t find any definitive resource.Thanks.

1
Roxwell
Community Debut
16 hours ago
N
Apprentice
NinaworksApprentice
asked in Portal/Knowledge Base

Share updateable list via portal

Hi, I have a group of users of the (Freshservice) portal with whom I want to share a specific group of tickets. They want to prioritize these tickets together. A bit like in an Excel sheet. So a list of all tickets where they can add some text to. They are member of the same department, so they already can see these tickets, but they want an overview of a subset of all the tickets.  Is there a way I can achieve this? Thank you for all ideas. :)

1
Roxwell
Community Debut
16 hours ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations

Workflows for tasks

Hello everyone, I haven’t done that much of workflow automations(WFA) for tasks. I was helping a customer who wanted to create an asset from a Task WFA.Thought it was going to be easy, just do a web request and API. But the task module don’t have that...I hade to use the action node and do a web hook on the parent ticket. Downside is that I can’t see if it failed or do anything about the respons from the API. I hade to hard code the payload due I couldn’t use a custom object to control the flow, I added this, please vote if you think we need all standard nodes in the task modul as well,  

6
INASYA
Community Debut
22 hours ago
C
Skilled Expert
cody.pieperSkilled Expert
posted in Automations

Asset scheduled workflow automators don't trigger child asset types, as Event-based automators do

I’ve noticed an issue with the new (otherwise AMAZING) scheduled automators - they don’t trigger child asset-types as they should.For example, if you’d like to run an event-based workflow for all Laptops + Desktops + Servers, you would just use the Computer parent asset type. This works for event-based workflows. However if you use schedule-based workflows, the workflow must use the Laptop asset type specifically.For my testing, I used 1 Laptop asset and 6 automators:Event-based | Asset | Hardware > Triggered successfully Event-based | Asset | Computer > Triggered successfully Event-based | Asset | Laptop > Triggered successfully Schedule-based | Asset | Hardware > Did not trigger Schedule-based | Asset | Computer > Did not trigger Schedule-based | Asset | Laptop > Triggered successfullyTherefore to make a schedule-based workflow system for the Computer asset type, I would need to make 3 rather than 1. That would be even worse for more generic higher-level asset types

5
msconfig87
Skilled Expert
1 day ago
A
Contributor
andrew.barberContributor
asked in Apps and Marketplace Integrations

FreshService and Slack integration - Pushing threads back to F

Will the new slack collaboration have an option to push all thread updates back to a ticket as a private note in the same way as shown in the video via teams? this was added as part of the August 23 release notes

1
E
1 day ago
yancyb
Apprentice
yancybApprentice
asked in IT Operations Management

Ansible?

Is anyone using the FreshService CMDB as a dynamic inventory for ansible? Wondering how difficult that might be to implement.

0
yancyb
Apprentice
4 days ago
Justin.Harvey
Apprentice
Justin.HarveyApprentice
asked in Automations

Expression Help

Hello, I am trying to set a condition where that identifies if the time difference between a ticket being created and current time is greater than or equal to 4 hours. I have created the below expressions, but when I test the expression, I receive the Invalid Syntax - One of its operands is invalid error message. Expression:if(diffInHours({{ticket.created_at}},{{current_date_and_time}})>=4,"TRUE","FALSE")

2
Daniel Söderlund
Skilled Expert
5 days ago
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
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in Apps and Marketplace Integrations

Fireside chat on Modernizing ITSM with Freshservice & Device42

Hello Community Fam!Exciting news ahead! We're proud to collaborate with Freshworks Partner - Device42 for a fireside chat hosted by our ITSM Expert Kenneth Gonzalez. This session will be an enriching discussion on modern IT Service Management (ITSM) best practices. Meet our Host and Guest :)Ken GonzalezHead of Analyst RelationsFreshworksKen, often known by his nickname “kengon,” is a seasoned technology professional and internationally recognized expert in IT Service Management. Having spent just over 6 years at Gartner, he has worked as an Analyst and Advisor, helping business executives, technology leaders and their direct reports develop innovative resolutions to their most pressing issues/concerns. He brings a wide range of interests and life experiences to his work, taking a multidisciplinary, people-centric, value-based, results-focused approach. Ken WootenHead of Analyst RelationsFreshworksKen has over 20 years experience working in ITOps, ITSM and ITAM as a consultant and prod

8611
kengon
Community Debut
7 days ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Assets

Inventory Software

How do you utilize the Inventory Software system?We pull data from intune to get software sync.Playing with it today I found a few issues:When I retire an asset any software on that asset still shows in the software inventory. I’d like a way to remove all software associated to an asset. I’ve not found a way to do other than manually going through 500+ software listings, looking for the asset and removing it. I do see that when looking at an asset it will tell me all the software listed but no way to remove all software. Am I missing something or how have you accomplished this? How do you utilize the Discovered, In Review, Managed, Ignore, Restricted categories. Discovered - obviously new things that are scanned show here I review the discovered assets and if it is an OS (MS) Driver (Dell) Printer (any manufacturer) I move to ignore. If it is a licensed product or something managed by an MSP or the business like a saas application I move to Managed If it is software that I dont thin

14
M
Contributor
10 days ago
C
Apprentice
Chad25Apprentice
asked in Portal/Knowledge Base

Suggested articles

I am not sure if I am using the right term, but I am referring to when end users submit a ticket via the prtal and suggested articles come up as they type.  Is there any report or way to track who end up using the suggested article and did not submit a ticket.  ie, how many tickets are we offloading by building our solution library..  

3
Tony Gambino
Contributor
11 days ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Portal/Knowledge Base

Knowledge Categorization/Folder Structure

For those using Knowledge, would you share your categorization structure?  We are getting started and I need some idea :) Thanks!

3
Tony Gambino
Contributor
11 days ago
M
Skilled Expert
maloktSkilled Expert
asked in Assets

Multiple Vendors and URLs on PO Request Form?

 We have to route our POs through various levels of approvals (government, ugh!), and before Fresh, we would complete a PDF form that lists the items out like the “Item Details” portion on the Fresh PO form, and then we would insert URLs in the email with the PDF attached to forward it around to all the approvers.Is there a way to select multiple vendors on a single PO, and allow the orderer to add multiple URLs for as many items they are buying?  Like, if they want one thing from Amazon, and 3 things from Dell, they could keep adding links for all the individual items they are ordering…  Altedrnatively, is there a way to insert a clickable URL in the Item Details portion - in the description field, for instance? 

3
INASYA
Community Debut
11 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
K
Apprentice
ksuper18Apprentice
asked in Getting Started

Deep Links when using your own domain

The last topic I can find about the ability to use deep links to launch the mobile app from and email ticket link was that it was not possible if your portal was using your own domain. (support.companyname.com)Has that changed?We hesitate to implement and market the mobile app to our user base without this ability.

1
smith54
Community Debut
13 days ago
Go42
Apprentice
Go42Apprentice
asked in Automations

API: Multiline description in Task

I am trying to create a task with a multiline description thru API (see JSON below)Description should be:Line1Line2Line3What I get in Freshservice GUI thru API isLine1Line2Line3I created a task within Freshservice with multiple lines and exported it.Then I took the description from exported JSON and copied it to the description on my JSON.Still no success. What am I doing wrong?My JSON payload is:    {        "due_date": "2023-10-10T10:26:13.067Z",        "notify_before": 0,        "title": "Multiline Test",        "description": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>Line1<br>Line2<br>Line3</div></div>"    }The ‘description’ above is taken from the JSON export.Tried other things like   “description”: “Line1<br>Line2<br>Line3” → Line1Line2Line3   “description”:“Line1\nLine2\Line3” → Line1Line2Line3   “description”:[“Line1”,”Line2”,”Line3”] → err

0
Go42
Apprentice
14 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
L
Contributor
Lal23Contributor
asked in Assets

How do I hide "place request" button on a service item?

Can anyone tell me how to hide “place request” button on a service item based on the answer to a question the customer gives on a drop down.Basically I want to ask the customer to make sure they have done something before they can continue with the request so I want to hide the place request button until unless they select the yes option in the drop down. thanks

10
Rutger Bockholts
Community Debut
18 days ago
T
Apprentice
tinanauApprentice
asked in Apps and Marketplace Integrations

PowerBI/Freshservice Integration Project Data

I see that we can connect to PowerBI using the ticket analytics.  But I don’t see the same functionality for Project Analytics.  Does anyone know how to connect project data to PowerBI?Thanks!

1
raavikant
20 days ago
S
Apprentice
shrikiniApprentice
asked in Apps and Marketplace Integrations

Developer Portal Issue: Unable to upload Custom App

After I select/drag the zip file which I need to upload the Save button is still grey and not enabled.Need help since this is on the portal. 

0
S
Apprentice
21 days ago

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