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Using Freshservice

Using Freshservice

2107 Posts
rfrutiger
Apprentice
rfrutigerApprentice
asked in Automations
Reorganize Workflow?

I have been working on a workflow adding and removing blocks, but now it is kind of a mess with extra long connections to between blocks, or blocks where I removed a decision and kept the no decision. I don’t seem to be able to resize any of the connections or move the blocks around on the board. Am I missing something, or is the only way to reorganize this workflow to start over and not make any mistakes along the way?

1675
msconfig87
Skilled Expert
LNew
Top Contributor
LNewTop Contributor
posted in Ticket & Workflow Management
Some things I have learned using the Fresh PowerShell Automation App

I’ve been working with Freshservice automation and its PowerShell Orchestration App for over a year now, and I thought I’d share some of the things I’ve learned.The PowerShell App times out after around 23 seconds.This is apparently the length of time it takes to poll the process 10 times - if there’s no response after this, the Orchestration/Workflow just forgets about it.Errors are different depending on whether you’re running a PowerShell function or a PowerShell script.If you’re anticipating an error in the Automation workflow, you can usually capture it by looking for a response from the app that isn’t 200 (or greater than 299, if oyu might expect another 2xx code). Whilst this works fine for PowerShell functions, it doesn’t work for PowerShell scripts - call a .ps1 file, and the result will always be ‘200’, even if your script fails.Tagging a ticket does not trigger an ‘Updated’ event.Workflows begin with triggers, such as ‘Service Request raised’ or ‘Ticket updated’. But just ad

14759
beckyricee
Community Debut
L
Contributor
LexFernandezContributor
asked in Ticket & Workflow Management
How do I change the literal backslash + n ("\n") to a newline character

Hi, everyone.I’m trying to send a text to the Description field - Text = Hello\nWorld\nThe ‘\n’ is really ‘\n’ and not a special character.How do I change the literal backslash + n ("\n") to a newline character?Background - I parse the ticket and received “Hello\nWorld\n”, I sent that response to the worknotes and it also shows the same   “Hello\nWorld\n”.

547
Daniel Söderlund
Skilled Expert
Ben Paddick
Apprentice
Ben PaddickApprentice
asked in Automations
Assistance Required with Utilising Custom Objects in Forms and Automations

Hello Freshservice Community,I am currently exploring the capabilities of Freshservice, specifically focusing on the integration of Custom Objects within Service Request Forms and subsequent Automations. However, I am encountering some challenges in implementing this as per my initial understanding, and I would greatly appreciate any guidance or clarification you might offer.Use case below: Teams Automation using a Template selection in human readable format that get the Template ID from related field in custom object. Scenario:I have created a Custom Object with the following fields:Teams Template Name (Text - Lookup) Teams Template ID (Text) Teams Template Description (Text)My objective is to utilise these Custom Objects to streamline a Service Request Form and an associated Automation.Service Request Form Configuration:Field Name: Teams Template Selection Configuration: Dropdown field linked to Custom Object > Teams Template NameAutomation Attempt:Reader: Set to filter where Team

2794
beckyricee
Community Debut
edison
Apprentice
edisonApprentice
asked in Workspaces
Something went wrong. Please try again later

Hi guys, is it only me or you guys ever face these challenges before? I try to export data to csv file, and returned with this error on the top right corner.Something went wrong. Please try again later. Chatted with bot, cleared cache, cleared browser history, relogin to email and freshservice, yet issue persist.Really appreciate your advice here.  

1501
A
Community Debut
F
Apprentice
Feno_ukApprentice
asked in Analytics
Created In the last 7 days filter, Doesnt count today

HiNew to fresh works. I was setting up some widgets in the analytics to see aged open tickets by created date.What i found when doing the filter for anything created in the last 7 days did not include tickets created today. if i made a widget that was specifically looking at created today it worked so i know the data is right and working but the filter for some reason didn’t. Screenshot below shows the active filter. thanks 

255
Amrit Mishra
Community Manager
QMG.Tanner
Apprentice
QMG.TannerApprentice
asked in Automations
How to use an assets values in Automates expression builder?

I am trying to use the startsWith() function on my assets IP address but I do not know how to access that value as a general variable while building the expression.  When an Asset is created I want to check its Ip address to see if it starts with one we use.  But how do I access that Assets IP address as a variable in the expression builder?   

312
QMG.Tanner
Apprentice
P
Apprentice
peterkuliApprentice
asked in Portal/Knowledge Base
Show list of assets in support portal

Does anybody know if it's possible to show a list of assets in the support portal? Basically I just need a list of assets with certain properties like location, asset_tag and so on which belongs to the company. It would be very nice to also show the relationships.Ideally this should be displayed on a dedicated page but as I understand from support, it is not possible to add an extra page.

1255
P
Apprentice
C
Apprentice
corey.holdenApprentice
posted in Automations
How do you handle offboarding time

Working on onboarding and offboarding and automations to cut down the related work. Offboarding gets a bit unique when it comes to time- For voluntarily separations, we usually want to handle those at end of day. That would seem easy enough to handle, to get last day from the offboarding form and use a timer to count until then? - or maybe scheduled flowsFor some separations, we need to make sure we don’t touch anything until we have more precise timing- locking out accounts after the user has had their separation meeting. I can think of a couple different approaches, and I’m curious how other people have handled this. 

542
Enzo
Community Debut
D
Contributor
DanLentzContributor
asked in AI & Bots
Freshchat configuration - not able to point it to a workspace group?

I am running into an issue where I am attempting to enable the “create a ticket” option in Freshchat and have the ticket be directed to a user group in a workspace other than the IT workspace.  The ticket type is a request, and I can select the correct workspace, but when attempting to map the group in Freshchat field mapping configuration, the only groups I can select are the IT workspace groups, and not the groups that have been created in the other workspace.  I am assuming its possible to point them to a specific group in the non IT workspace, but clearly I’m missing something.  I considered adding a category and building an automation that would assign it to the correct group in that manner, but I have to think that there is a configuration piece that I’m missing.  Anyone solve a similar issue on the “create ticket” mapping for freshchat?

100
D
Contributor
Links
Community Debut
LinksCommunity Debut
asked in Analytics
Team dashboard filter

Hi, Is there no way to add filters in the team dashboards? The pro plan said it had custom real time dashboards.  

311
jonahrich
Community Debut
K
Apprentice
Kamil_WenApprentice
asked in Employee Workflows
Onboarding for many Countries

Hello,I created Onboarding for my country. Other countries in our organization also want to implement this in their countries. I created a few worskpace for different countries but Onboarding is possible to set only for Global Settings.I can create separate workflowsflows or a service catalog for each worskpaces and it works great. Unfortunately, in onboarding I cannot set many things depending on which country will start onboarding. For example, the email to the manager is common so it cannot be personalized depending on the country that started onboarding. And paretn and child tickets only have a fixed setting to which workspace it is to be assigned.How I can customize Onboarding for few country?

191
jonahrich
Community Debut
S
Apprentice
stolan2Apprentice
asked in Ticket & Workflow Management
Requestor response to untouches ticket counts as initial response?

I was looking at a ticket that had sat for days after creation without being touched. The requestor added a note asking for an update and this date/time is showing as the Initial Response Time. Why did this happen and is there any way to limit this to an agent adding a note?

331
jonahrich
Community Debut
msconfig87
Skilled Expert
msconfig87Skilled Expert
posted in Employee Workflows
Minor bug: Icon for employee offboarding is no a transparent png

I believe the icon for employee offboarding was accidentally not made transparent like the employee onboarding one:This is visible in dark mode @alyssia.correa tagging you for direct dev report

181
jonahrich
Community Debut
K
Top Contributor
kevinmoralesTop Contributor
asked in Automations
Dynamically Set Approval Email in Workflow Automator

Hi!Trying to build the following flow in Freshservice: A requester enters the portal and selects a SharePoint access request. They choose a specific site and folder, for example: “Finance – Budget”. Each folder has a responsible approver — we fetch this person via a GET call. For example, we get that kevin@company.com is the approver. We now want the approval email to be sent to that dynamic email address, based on the selected folder. ❌ The issue:The “Send approval mail to” action doesn’t let us reference a custom field or dynamic variable. 🎯 Question:Is there a way to send an approval to an email address fetched dynamically from the workflow?Or is there any workaround (API, automation, custom object, etc.) to achieve this? Thanks a lot! 🙏

16812
Enzo
Community Debut
R
Contributor
russell_16303Contributor
asked in Ticket & Workflow Management
Tickets not sorting by Last Modified properly?

Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?

26111
Prasanth Sampathkumar
Community Debut
Vinnnn
Apprentice
VinnnnApprentice
asked in Project and Workload
Project Exportation

I'm having a problem on exporting Project Time Entries. it doesn't appear on my emails what should I do?? 

181
eeha0120
Skilled Expert
R
Contributor
rawilkinsContributor
asked in Ticket & Workflow Management
List of supported Liquid Filters in Freshservice

Is there a list of all the liquid filters that are supported in Freshworks products? The solution here only points to a Github repository of some of the filters that shopify has and even in this list not everything is supposed inside of Freshservice.  https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Link mentioned in article:https://shopify.github.io/liquid/basics/introduction/I also noticed that some liquid filters don’t process correctly inside of an Expression node compared to a Action Node that adds a note. I stopped using liquid filters in Expression node after awhile due to having no way of knowing what syntax problem I am running into whether it is with the filter or Expression node itself.   

86111
zachary.king
Skilled Expert
M
Skilled Expert
MaximeBSkilled Expert
asked in Ticket & Workflow Management
Send approval to custom object

Hi everyone,I need to setup a workflow using custom objects.I build the table with multiples values like: module name, module description and also “users” value where I need to choose an approver for each module.Everything works properly there, but I am not able to get the approval status because its a custom object.With the “Send approval email to manager”, Im able to have:But with custom object approval, Im not able to get the approved branch. How I can get one?:My custom object looks like this:And each module have a different approver (propriétaire de role) and 2 other people that can approve. We pick the first one in the flow that approve to continue, but I cant get the status of approval.I try to schedule workflow, but this need to be done directly once approuved, because its mandatory and needed right now and cant wait for the scheduled workflow to run and doesn’t want to setup a LOT of schedule workflow.If anyone know what I can do using workflow, API or anything, please let me

12616
M
Skilled Expert
S
Apprentice
Sarah VApprentice
asked in Portal/Knowledge Base
Remove parentheses after folder and categories headings

Hi, The knowledge base overview page counts the number of folders and articles and displays it in parentheses after the headings.Can I hide the parentheses?I tried to add these two alternatives to my CSS, but none of them worked:(1).fw-category-heading .fw-category-count, .fw-folder-heading .fw-folder-count, .fw-section-heading .fw-section-count {   display: none !important; }(2).fw-category-count, .fw-folder-count, { display: none !important; } Someone knows how to hide them? 😊 Thanks,Sarah

152
eeha0120
Skilled Expert
M
Skilled Expert
MDaviesSkilled Expert
asked in Portal/Knowledge Base
Visibility of the 'New' button in the Support Portal

Hello everyone,Does anyone know if it is possible to enable a button within the Homepage of the Support Portal which mimics the exact same behaviour as that of the ‘New’ button which is available at any stage beneath the homepage?The homepage (with an indication of where the ‘New’ button could be placed):  The ‘New’ button which is otherwise available within the Support Portal which provides quick access to other Modules: 

501
VaibhavS
Contributor
L
Skilled Expert
luca.ciaraffoSkilled Expert
asked in Portal/Knowledge Base
Unique catalog for Incident and Service Request

Hello team,I would like to share with you a very common scenario unfortunately. Many customers (especially where there is no ITIL culture) are not comfortable with the split between Incident and Service Request, i.e. they think that requesters get confused and ask us for a single Service Request catalog with the double choice so that for each object in the catalog the requester has the option to report an issue or make a request. Technically this would not be a problem, the only limitation is that you would lose the solution suggester present in the Incident module (you can do without it) but most importantly, the Paragraph fields in the Service Items do not have HTML formatting so you cannot paste screenshots (very common for issues) but only attach physical files (inconvenient).Are we the only ones with this situation? Couldn't the description field common to all service requests be added (perhaps deciding to enable it or not?) In roadmap by any chance is there provision for the Desc

1002
L
Skilled Expert
emilia.cvj
Apprentice
emilia.cvjApprentice
asked in Assets
Asset name in offboarding

HiWhen using the Reclaim assets in the Offboarding process the asset name contains only the Display Name, which in our case is the serial number of the asset. Is there any way to add another field like what product type it is?

651
VaibhavS
Contributor
assetmanager31
Contributor
assetmanager31Contributor
asked in Assets
Trash Keeps Returning

I set Asset Status = Retired, clicked Delete Forever on the entire list so the transaction would be in bulk - had about 3000 records to delete.Then clicked Clear Trash.Worked correctly until about a week later the exact same devices that were deleted returned to the trash.I followed the same procedure and they have returned a 3rd time.Anybody understand why this is happening?

591
Prasanth Sampathkumar
Community Debut
M
Apprentice
Melissa SApprentice
asked in Ticket & Workflow Management
Aut-Create Requesters

We have agents who forward in their client’s emails to open an incident. We have found that even though an internal agent is sending the email, if their client’s email address (in the form of the email header) is included in the forward, FreshService uses that email to determine the requester, NOT our internal agent.  Is there any way, aside from deleting the email header from the forward, to stop this from happening and make the internal agent the requester?  

352
M
Apprentice

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