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Using Freshservice

Using Freshservice

2107 Posts
J
Apprentice
jleechpeApprentice
asked in Automations
Timeout on Powershell Orchestrator Run?

Is there a timeout for the Orchestrator to accept return values from the Powershell App?I’m trying to automate looking for unique UPNs across multiple AAD tenants (to simplify future migration) and collecting all the active users takes several seconds.  When I try running the exact same command using Invoke-Command I get a response back in 25-30 seconds typically but the Workflow Automator never gets anythingTesting using a simple sleep+date command shows that 15 seconds usually works, 20 seconds only returns on rare occasions and 25 seconds never works.Sleep -seconds 20Get-DateAm I missing something, or is this a limitation where it won’t collect the return value/status when the call takes longer. I’ve been able to validate that the actual process completes on the remote machine through start/stop-transcript, so it isn’t a failure to run, simply to return the information to Fresh.

2213
J
Community Debut
J
Contributor
joonasvContributor
asked in Automations
Freshservice Workflow Automator stops working after Orchestration automations

We have a issue using App Orchestrations with Workflow Automations, they break the Workflow Automator from continuing to other automations. The issue is that we currently have 162 Workflow Automations because we have multiple customers, which all require their own automations. Some of these automations have Orchestrations in them, for example, escalating tickets to Pagerduty for on-call agents or sending ticket information to Slack using their respective Orchestrators.The issue is that if, for example, Automation #10 out of 162 has a Slack Orchestration to send the ticket details to a Slack channel, and it it’s event and conditions are checked as True, the Slack Orchestration is initiated. This is great, so far everything works as expected, however, the following Automations will never run, meaning that 152 Automations are left out, even if they might not even trigger.Setting a timer for these doesn’t work either, as Workflow Automator goes through the list of automations one by one, i

75513
johannes.deneke 
Contributor
S
Contributor
sheagordonContributor
asked in Assets
Editing Service Request after Rejection

In reviewing the ability for requesters to edit a service request after an approver has rejected a request, once the requester edits the service request, the approver doesn’t have the ability to now Approve it.  On the Agent side it shows as rejected and the field is not editable. How can I structure the service request to have the Approver be able to review the changes and Approve/Reject the service request?  I’d also like to have this automated so the Agent would get the alert that changes were made and they receive a new approval alert. 

3903
frevdd
Community Debut
Anqders
Contributor
AnqdersContributor
asked in Ticket & Workflow Management
Expression to Create Task 3 Weeks After Task Completion with Specific Date Conditions

Hello,I’m trying to set up a workflow automation in Freshservice where a new task is created 3 weeks after a task is marked as "Completed", but I need to ensure the following conditions for the due date of the new task: If the 3-week deadline falls between the 1st and 14th of the month, the due date should be set to the 15th of the month. If the deadline falls outside of this range, it should be set to the calculated date (3 weeks from the completed task). Additionally, if the calculated date happens to fall on a weekend (Saturday or Sunday), I’d like it to be adjusted to the following Monday. I’ve tried using the Expression Builder with functions like addDays(), formatDateTime(), and if(), but I keep encountering syntax errors or incorrect results.Here is the expression I’ve tried so far:if( formatDateTime(addDays(task.completed_at, 21), "dd") <= "14", parseDateTime(formatDateTime(addDays(task.completed_at, 21), "yyyy-MM") + "-15"), addDays(task.completed_at, 21) ) This doesn’t

904
Anqders
Contributor
M
Apprentice
MaxEBApprentice
asked in Apps and Marketplace Integrations
FreshService and Jamf School

Hello,We must deploy freshservice for our 3000 students soon.Our establishments are digital and our students work only on ipad.These are administered and managed by jamf school version.How can we deploy the application with the URL of our preconfigured instance?We have the possibility to attach an XML file in Jamf but what to put in it?Thanks for your help

29010
A
Community Debut
sarahf56
Apprentice
sarahf56Apprentice
asked in Apps and Marketplace Integrations
Mastering SEO: Key Strategies to Boost Your Website's Visibility

In this post, we’ll dive into the essential strategies for mastering Search Engine Optimization (SEO) and improving your website's visibility. From keyword research and on-page optimization to link-building techniques, these tips will help your site rank higher on search engines like Google. Whether you're a beginner or looking to refine your skills, this guide will provide actionable insights to enhance your site's SEO performance and drive more organic traffic.

660
sarahf56
Apprentice
CELLA
Apprentice
CELLAApprentice
asked in Analytics
First Assign SLA %

I’d like to create a widget that displays the percentage of tickets first assigned within our SLA.  I haven’t been able to figure out what metric and filters I can use to achieve this.  Has anyone else figured this out?

141
Amrit Mishra
Community Manager
B
Contributor
BlueBerryTartContributor
asked in Automations
Emulating arithmetic operator "modulus"

I am looking through the expression builder and am not finding a clear operator to perform a mod against a number. i.e. perform a division but output the remainder only. e.g. 5  % 3 = 2 Am I missing something? Does a native modulus exist and if not is there a way I can emulate it with the available functions and operators?

100
B
Contributor
JaySpeer
Contributor
JaySpeerContributor
posted in Assets
Published Software Portfolio

Does anyone have any advice on a way to help publish your company’s software portfolio to your requesters?We are in the process of building out a New Software Request form where any requester can go into the form and submit requests for new software. We would like to be able to reference a link to our company’s software portfolio so they can see if the software already exists, but we don’t have an automated way to maintain/build that. Currently, we are using a Custom Object that is manually maintained and will be in our New Software Request Form to allow people to browse and search for the software, but we know it will not be 100% updated and accurate.

170
JaySpeer
Contributor
M
Top Contributor
MaxJTop Contributor
asked in Automations
Automation help: Change status to "In Progress" on any conversation update except by assigned agent

Hi everyone,I'm building a ticket status automation for our Finance workspace, and I'm facing a challenge I hope the community can help with. The goal:Whenever anyone except the assigned agent interacts with the ticket via a conversation, the status should automatically change to “In Progress.” The reasoning is that they want the status to clearly indicate who is currently responsible (Requester replied, agent is now responsible..).This includes all types of conversation activity, such as: Requester replies Agent replies (excluding the assigned agent) Forwarded emails Public notes Private notes Private discussions In other words, any kind of input on the Conversations tab, from anyone other than the assigned agent, should set the ticket to In Progress. Desired flow: New ticket created: Status = Open Ticket assigned to agent: Status = In Progress Assigned agent replies: Status = Pending Anyone else replies or adds note: Status = In Progress  The challenge:The automation

591
eeha0120
Skilled Expert
D
Skilled Expert
djb_83Skilled Expert
asked in Analytics
Collating CSAT Free Text Responses in Analytics

Am I missing any simple way to produce a report within analytics that shows where a customer has provided text feedback as part of their survey?We are using the simple built in reportQuestion 1. A scale of 0-4 satisfactionQuestion 2. Do you have any other comments?If someone enters text into Question 2, I’d like to be able to collate the feedback on a report to be reviewed (ideally with the associated ticket number, and the score they gave to Question 1 (or, the derived sentiment would also be OK).Has anyone achieved this?

1313
eeha0120
Skilled Expert
Finski
Skilled Expert
FinskiSkilled Expert
asked in Portal/Knowledge Base
e-mail characters limit

Hello, I couldn’t find any info about this. Is there limit of characters in the e-mail send from Freshservice? Exactly speaking Forwarded message from ticket. We have whole e-mail conversation inside, and I would like to know if I have to worry that something will get lost.

121
eeha0120
Skilled Expert
Finski
Skilled Expert
FinskiSkilled Expert
asked in Analytics
Filter - Custom Date Range Bug?

Hey, maybe someone has encountered this issue and found a solution.In Analytics (Interactive filter), when I set a custom date range with time from 6:00 AM to 2:00 PM, the report shows no data — but only if my profile is set to 24-hour format. If I switch the time format to 12-hour (AM/PM) in my profile settings, it works fine.It also works if I set a custom range that stays entirely within AM or entirely within PM, but not across both.Our team works in 6 AM to 2 PM shifts, so this is very inconvenient, especially since we use the 24-hour time format in Poland.On the screenshot , I'm selecting a range on the same day, from 6 AM to 2 PM — so it should work.Has anyone experienced the same issue or found a workaround?Maybe there is option to set the filter to 24h or any other solution    

253
Finski
Skilled Expert
J
Contributor
JiffreyContributor
posted in Assets
Cloud Hosting Fields on Physical Assets

Has anyone noticed the incorrect default fields being added to physical hardware assets. We have noticed when adding printers for instance there are now a number of cloud related default asset fields. For our printers there are fields to pick the virtual instance it is running on. Or which hypervisor our HP LaserJet uses.This is not only for printers, but all our hardware assets, laptops, desktops, mobile devices.How can a ITSM platform put cloud hosting related fields on hardware assets. This is causing us issues with questions when adding physical assets, as well as extra tabbing/scrolling to get past the cloud hosting fields.I been working with support and our CRM on this and gotten nowhere.

456
Kamakshi V
Community Manager
Keval Padia
Keval Padia
posted in Getting Started
How to Set Up Automated Workflows in Freshworks:

Go to Admin Settings Navigate to the Admin section and select “Automations” or “Workflow Automator”, depending on your product. Choose When to Trigger Pick a trigger point — like ticket creation, lead update, or status change. Set Conditions Add rules or conditions (e.g., "If ticket priority is High and status is Open"). Define Actions Choose what happens next — like sending an email, assigning an agent, or updating a field. Test and Save Always test your workflow with sample data before making it live.

441
A
Community Debut
M
Apprentice
MatterLApprentice
asked in Apps and Marketplace Integrations
Azure AD Provisioning stopped working

We’ve been using the Azure AD Provisioning for about half a year now without any issues. However, we just noticed that it’s basically failing every user creation and update and has been for several weeks now. The last successful user creation we had was on Jan 8th. A few updates have been successful in the past few days as well, but other than that it’s been a constant stream of failures in the provisioning logs. All updates provide the error:Error Code: UnSpecifiedError message: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details.All creations provide the error:Error Code: FreshserviceInvalidValueError message:Meanwhile Deletion and Deactivation result in the same error as the update, the UnSpecified HTTP request exception.

731
Prasanth Sampathkumar
Community Debut
Armohammed
Apprentice
ArmohammedApprentice
asked in Employee Workflows
OnBoarding - Check Box auto ticks when selecting items

We are in the process of implementing Onboarding and have noticed that FreshService has an odd behavious of auto checking a checkbox when clicking on an item.  For example, if the user selects an app and OnClick it will expand the service item and display its description which is great! We want the user to be able to read the info on whether the item is required for them or not but the checkbox is automatically ticked. We dont want this as the user may or may not know if the item is required and merely trying to read the description auto selects the item.  I guess is there a way to change this behavious using JS and portal designer?

441
Prasanth Sampathkumar
Community Debut
M
Skilled Expert
mattpayneRJSkilled Expert
asked in Employee Workflows
Employee Offboarding - External Email

We are using the employee offboarding module and have been for some time now. I am needing to make a change to the process whereby the Offboarding requests contains a couple of additional questions for a function that isn’t in Freshservice. Is there a workflow that can be created which says:If Ticket - Source Employee Offboardingxxxx question is marked yes.Then send an email externally to the team outside of the platform.

493
Daniel Söderlund
Skilled Expert
R
Apprentice
roland.ngApprentice
asked in Ticket & Workflow Management
Update ticket's due by date with value from custom field

Hey guys, When I tried to use APIs in Workflow Automator to enable manual update on due by field and then update ticket’s due by & first response by with value from custom datetime field using placeholder, the date time is not the same as the value I put in the custom datetime field. Let say my time zone is set as GMT +8 (Hong Kong), when the custom datetime field is 2021-12-31 00:00, the ticket’s due by will be updated as 2021-12-31 08:00, which should be 2021-12-31 00:00. I checked that the value from custom datetime field placeholder has the correct time zone information by just adding the placeholder value as note content, and it shows “Fri, 31 Dec, 2021 at 0:00 GMT +0800”. Please advise if I have done anything wrong.

7863
micheal jame
Community Debut
Apssawhney
Skilled Expert
ApssawhneySkilled Expert
asked in Automations
Boolean operator not working properly

I have a workflow for a service request in which I do a calculation at one level and I have to do a compare later. But the Compare is not retuning correct values. First expression - Multiplication of 2 values and output is a decimal numberSecond - Setting 5000 as a value Condition Operator - I compare output of first with second. If value is greater then return true else false. My output of first is 37000The Boolean operator should return true here but its returning false. Please advise what am I doing wrong.

838
Apssawhney
Skilled Expert
R
Contributor
RniyContributor
posted in Apps and Marketplace Integrations
Dayforce HRIS Implemtation

We have Dayforce HRIS and loved seeing a connector app for this HRIS recently released, we just did the connection within our sandbox, but the pre done recipes are not pulling in employee info or creating new accounts within freshservice, like the recipe says it will do. I would like to partner up with someone else that is looking to implement this connector app also, but would like to see freshservice release more information, then the basics of getting the connection working

160
R
Contributor
C
Skilled Expert
Chris SherlockSkilled Expert
asked in Ticket & Workflow Management
Unable to enter text in the description of an incident reported via the iPhone app

I am trying to report an incident via the FreshService iPhone app on iOS, but the field appears to be read only. It happens when you click on To-Do, then click on the + button, click on report and incident and then try to fill in the description.I am a customer of Fresh and I duly logged an incident. See #12837999.Fresh have advised me this is not considered to be a bug, but a feature. When I objected, here is there response: We agree that this is a fair ask and there a few customer asking for this feature too. As mentioned earlier,  But implementing this depends on various other factors that plays a major role in the process of building a feature.  1)Actual demand for the features from our customers.2)Technical feasibility of building the feature.3)Alignment with the current road map for the product.

365
C
Skilled Expert
SW-Scott
Skilled Expert
SW-ScottSkilled Expert
asked in Analytics
Where are you all learning how to effectively modify/create reports?

I have been trying to get a gasp on the Analytics/Reporting features and I don’t know what it is but I simply cannot wrap my head around it. I even had a call scheduled with a support rep and he ran me and one of my team mates through creating what we thought should be a very standard report… Ticket Aging History 30, 60, 90 days Not Closed/Resolved and he created one but both my colleague and I were left just as confused as we were when the demo started.  How did you figure out the reporting module? How long did it take? It seems very… counterintuitive... to put it politely. I hate to feel dense, but this is really not making sense to me.Thanks in advance!Scott

709
SW-Scott
Skilled Expert
B
Apprentice
BryanHApprentice
posted in Ticket & Workflow Management
Workflow Ticket Event: Note Added vs Reply

Scenario: You have a ticket with an assigned agent, requester, and CC’ed/Shared user. Depending on who and how they reply, the workflow action will either be triggered as “Reply is sent” or “Note added”. In short, an agent replying by email, or a CC’ed/Shared user replying by portal, is categorized as adding a note. Shouldn’t this be considered a reply?  Agent Requester CC'ed/Shared Replies using email Note added Reply is sent Reply is sent Replies using portal Reply is sent Reply is sent Note added Adds note using portal Note added N/A N/A  This inconsistency is making it difficult to develop workflows that work as expected. Have others noticed this too?

340
B
Apprentice
M
Apprentice
mudgyfudgy
asked in Automations
Task Blocked when another is completed

Hello. I’ve got a notification sent from a system that raises a ticket and an automator set up that creates 2 tasks.Depending on which the agent completes the ticket will either generate additional tickets or delete the ticket.However, when the ticket is closed the delete task is marked as completed so deletes the ticket. Is there a way to set up an automator to remove the task if the other is completed? 

272
U
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