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Using Freshservice

2102 Posts
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
asked in Automations
Liquid filter if statement in Slack app action

Greetings all,I am building a workflow to add field values selected in a service item into a Slack app orchestration.  I have a series of checkboxes that the requester can check.  I want to perform a liquid filter if statement to post a specific message if the box is checked. {% if ticket.ri_179_cf_salesforce == "Yes" %}Salesforce: :white_check_mark:{% endif %}Unfortunately, when I do this, the field is no longer testable via the Test input params as it isn’t recognized.  Are if statements supported in workflows and app actions specifically?

532
Daniel Söderlund
Skilled Expert
oliveeetayylorr
Apprentice
oliveeetayylorrApprentice
asked in Getting Started
How do I change a webpage’s font & colours in Chrome browser?

Select the Menu button in the top-right corner of the browser window or press Alt + F on your keyboard. Select Settings. Click Appearance on the left-hand side then click Customise fonts on the right.Fonts Sonic

34404
louisyoung044
Community Debut
B
Contributor
BlueBerryTartContributor
asked in Automations
Automatically link separately aggregated, but related, alerts to the same incident

So, I’ve just created an alerts email integration to be the recipient for contract notifications.The intent being that all contracts up for renewal land on the helpdesk as a ticket… But the aggregation period for alerts maxes out at 30 days. Some of our contract notification times are 90 days plus. So we would receive multiple tickets for the same activity. I had hoped that I could use an automation instead to manage the creation of the incident.But to also somehow scan for existing incidents and if one is located then link this new alert to the existing incident.Be like hey this open alert that is virtually identical to this new alert already has a linked incident… So lets just link to that instead.

110
B
Contributor
sumirj
Apprentice
sumirjApprentice
asked in Ticket & Workflow Management
agent name in sender visible in gmail inbox whereas not in outlook inbox

 outlook inbox - shows KwikID support i,e sender email id name gmail inbox - agent name is visible in sender name,

151
Prasanth Sampathkumar
Community Debut
Mehrab Gulzar
Apprentice
Mehrab GulzarApprentice
asked in Automations
Can we combine Time Triggers with Marketplace Apps for deeper automation?

Hey team,I’ve been experimenting with the new time trigger enhancements and exploring automation tools from the Freshworks Marketplace.I’m curious — is there a way to combine both? For example, triggering a Marketplace app action only when a time trigger condition is met?Any workflows or examples would be super helpful!Thanks :)

242
Z
M
Apprentice
mwieseApprentice
asked in Ticket & Workflow Management
Onboarding without child ticket

I don’t need child tickets since we are small and IT does all the tasks, but when HR selects 7+ service items from the build kit only the first service item comes through on the ticket, but if I had a child ticket the rest of the service items come through.  Issue is now I have to close two tickets when it could have been one.  Anyone have any workflow automator’s to workaround this issue?

301
M
Apprentice
P
Apprentice
PhilippLutzApprentice
asked in Automations
Automatically merge EMails to already existing Tickets

Hi,I have a PowerShell script that automatically sends emails to external service providers in order to request the deactivation of user accounts in systems we don’t have access to.The emails are sent from the same address (max.mustermann@contoso.com) and the subject line always includes the ticket ID of the already existing service request.When the external service provider replies to this email address, a new ticket is created.My question is:Is there a way to add such a reply to the existing ticket as a note, or to merge the newly created ticket with the original one?

1015
Joshuwa
D
Top Contributor
David ErnstTop Contributor
asked in Analytics
Custom fields in TASKS not available in Analytics

We have created several custom fields in TASKs for Tickets and Changes that do not appear in ANALYTICS to select for reports.   Some of these fields are dropdown, text and paragraph, however none are visible to choose in the Analytics report column choices. Are there restrictions to the number of custom fields that can be available or the type of field that will appear as a choice?  I have changed some from single line text to dropdown and Paragraph to single line text and they still do not appear, however other fields I have created do show as selections. 

801
VaibhavS
Contributor
Dev1
Contributor
Dev1Contributor
asked in Ticket & Workflow Management
Can you trigger a Workflow when a user is created?

Brief summary of the ask:We have new users who login through an email link, at which time their FreshService account is created Because we want to control visibility of Service Catalog items of these new users... We need to be able to automatically assign these new users to a Requester Group based on custom criteriaIs there a way to trigger a Workflow on Created User event? Is there another clever workaround to this?Thank you!!

343
Kamakshi V
Community Manager
K
Top Contributor
kevinmoralesTop Contributor
asked in Apps and Marketplace Integrations
SCIM provisioning via Microsoft Entra – is user provisioning via groups supported?

Hi everyone,We’re currently setting up SCIM provisioning from Microsoft Entra ID (Azure AD) to Freshservice using the official “Azure Active Directory Provisioning (SCIM)” app from the Freshservice Marketplace.We’ve followed the official documentation and user provisioning works fine when users are assigned individually to the app. However, we’re trying to manage provisioning using groups — and that’s where we’re hitting a roadblock. What we’ve tested: Created a Security group in Entra (not a Microsoft 365 group) Added the group under “Users and Groups” in the Freshservice Enterprise App Verified that the Provisioning Scope is set to “Sync only assigned users and groups” Provisioning works for individually assigned users ✅ ❗ But for the group, the following error shows up in provisioning logs:Group 'APP-Freshservice' will be skipped. EntityTypeNotSupportedHas anyone successfully used groups (specifically, Security groups) in Entra to automatically provision users into Freshservic

4275
S
Community Debut
abdelahmanelshafey
Apprentice
abdelahmanelshafeyApprentice
asked in Automations
Delete agents and requesters nods

i want when agent or requester is removed or deactivated from the system everything related to him automatically deleted like ( tickets - assets - nods)

341
eeha0120
Skilled Expert
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert
asked in Apps and Marketplace Integrations
service bot on multi-tenant account

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

2427
Casey B
Community Debut
C
Skilled Expert
chadholtonSkilled Expert
asked in Analytics
Scheduled Analytics Not Getting Emailed Out

I created an analytics report and scheduled it to go out on Monday mornings to a small group of agents.  The report is not getting emailed.   Is there log file I can check or something within FreshService I can check to see why the report was not emailed out.  I can open the report in FS and choose “Export to Email” and that works, and I receive the report.

273
C
Skilled Expert
K
Top Contributor
kevinmoralesTop Contributor
asked in Apps and Marketplace Integrations
How to set Vendor field on Intune-synced assets? Can’t update via API or Automator

Hi all,We’re trying to ensure that all hardware assets imported from Microsoft Intune are automatically assigned the correct Vendor (e.g., Atea) in Freshservice.So far, we’ve tried the following: Workflow Automator (Scheduled): We created a workflow that filters assets where Manufacturer = Lenovo and Vendor is empty. However, there is no available action to set Vendor directly in the Asset module. API attempt: We tried updating the asset using: PUT /api/v2/assets/:id  {  "asset": {    "vendor": "Atea"  }} This returned:{  "field": "Vendor",  "message": "Unexpected/invalid field in request"} GET /assets/:id?include=type_fields confirms that vendor_id is embedded under type_fields and seems to only be set when the asset is linked to a Product. So it seems like the only way to assign Vendor is to: Create a Product where the Vendor is set Update the asset’s product_id to inherit the vendor indirectly This feels pretty restrictive and not scalable when dealing with dynamic Intune imports.

160
K
Top Contributor
Steffi Xavier
Community Debut
Steffi XavierCommunity Debut
asked in Assets
How to add new icons and images?

We are customizing the customer support portal. In that we need to add new images and icons. How to access the assets folder or how do we add the new assets?

1081
Prasanth Sampathkumar
Community Debut
M
Skilled Expert
MichaelJMSkilled Expert
asked in Project and Workload
Closed Sub-Tasks don't show on Parent Task

I’m not finding a way to do this, so wanted to pose the question here.We have multiple Tasks with Sub-Tasks, but it seems when the Sub-Task is ‘closed’ it removes from the Parent Task - I would think the Closed Sub-Tasks would still show in the list, just as ‘Closed’ - is there a way to NOT have closed sub-tasks disappear/remove from the Parent Task? 

361
Prasanth Sampathkumar
Community Debut
M
Contributor
maxviskovContributor
asked in Apps and Marketplace Integrations
How to access arrays / multiple organizations for the worker (Workday->Freshservice Connector)

Hi everyone! I am writing a recipe to get worker information from workday to Freshservice. The worker record has multiple organizational record. Jason data (as a worker in WD) set includes 9 records of various organizations. I need to use only the one #4 (in this case - on the image). But the recipe has only one set of fields, not 9 and it always pulls only the first organization record. How can I access the record #4, or any other for that purpose?Any ideas appreciated…Thank you!

122
M
Contributor
B
Skilled Expert
BartVBSkilled Expert
posted in Ticket & Workflow Management
Failing of some workflows in freshservice due to web request node transactions

Has anyone had this issue before?Occording to support we used up the limit of the web request node transactions, honestly i was not even aware there was a limit…Just wondering if others have had the same issue

481
VaibhavS
Contributor
M
Skilled Expert
maloktSkilled Expert
asked in Portal/Knowledge Base
Knowledge Base - Set URL to Specfic Category

Can we change the link behind the Knowledge Base button on the portal home page?  We want it to go to a specific Category when users click into the Knowledge Base.  For instance, we have hidden the “Popular Articles” category from the menu list, but the page still defaults to showing only Popular Articles./* hide "Popular Articles" from Home > Solutions page*/#solutions-category-list > li:nth-child(1){ display: none;}We want the “User Portal” category to launch as default when clicking Knowledge Base from the home page, so can we take its URL and set the home page Knowledge Base button to that instead?  

2027
K
Community Debut
B
Skilled Expert
bhotaSkilled Expert
asked in Analytics
Resolution Time in Bhrs in the Analytics Data Export shows big number

A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application. The field Resolution Time in Bhrs shows number like 58453000 which does not make any sense. Foe the same ticket the actual data isCreated Date - Dec 6, 2021 9:45 AMClosed Date - Dec 10, 2021 7:36 AM Time taken - 16hrs 14minsHowever in the report the Resolution Time in Bhrs is 58453000.This field shows similar big number for all tickets.

7243
Amrit Mishra
Community Manager
zach.schmidt
Skilled Expert
zach.schmidtSkilled Expert
asked in Ticket & Workflow Management
Best way to link workflows together?

I am hoping to have a workflow, kick off another workflow (or a few). Right now, I have been trying to add a tag, then the second workflow sees the update and then checks for the tag. The problem is “System” changes aren’t registering as an official update. Are there better ways to link workflows together? Workflow A: Send for approval, after approval adds tag “Provision”Workflow B: Watches for update, if update made AND tag “Provision” exist, then provision access. This allows for less congestion, and I could change the tags to send it Workflow A’s result to different workflows. 

71611
Daniel Söderlund
Skilled Expert
S
Apprentice
StormblessedApprentice
asked in Automations
Auto-Create Requestors

I’m looking to auto-create requestors, most likely using the WorkFlow Automator. We have all the information already within the Employee On-Boarding ticket. I feel it should be simple to go from the Employee On-Boarding to auto-create a new requestor. Maybe it’s already a built-in function that I’ve simply missed. Any assistance would be greatly appreciated. Within my own attempts, I’ve tried doing the Web Request option. But I keep getting “Invalid Host”. Not sure what I’m doing wrong there but I don’t want to keep barking up that tree if it’s the wrong path for me go down.

855
jameswilson30
Community Debut
M
Skilled Expert
maloktSkilled Expert
asked in Assets
Freshservice - Purchase Order Tax Rate

Can we remove\hide the Tax Rate(%) column from the Purchase Details grid, so users aren’t confused by the 2 differentTax Rate% fields?  Users sometimes put the tax rate in both the column and in the Subtotal area, sothen the totals are all off.  We have a single tax rate for all purchases. 

1272
M
Skilled Expert
LukeC
Skilled Expert
LukeCSkilled Expert
asked in Apps and Marketplace Integrations
Freshservice and PagerDuty - Multiple Configurations

We currently have the PagerDuty app integration set up and configured within Freshservice, allowing us to create incidents in PagerDuty through ticket-based workflow automations. This setup works well and enables us to trigger incident creation in a specific PagerDuty service as defined in the app configuration.However, we now have a second use case where we’d like to trigger incidents in a different PagerDuty service — also based on a Freshservice workflow automation. The current app settings appear to support only a single PagerDuty configuration, which is tied to one service.Is there a way to enable multiple PagerDuty service integrations from Freshservice, either through additional configurations, workarounds, or from the PagerDuty side? Specifically, we’re looking for a way to direct incidents to different PagerDuty services based on workflow conditions or ticket attributes.Any guidance or suggestions on how to approach this would be greatly appreciated.Thanks in advance!

283
eeha0120
Skilled Expert
Q
Apprentice
quinnApprentice
posted in Assets
When adding a new asset all products listed in drop down regardless of asset type that was selected

I was recently clearing up our asset types in FreshService. I noticed when I go to add a new asset in, it doesn’t matter which asset type is selected, when you click the product drop down it will list every single asset regardless of the associated Asset Type.Apparently this is already a feature request but to me this would be considered a bugIf I am adding a new laptop in our inventory and I select “Laptop” as the asset type, when I click the product drop down list I should only be seeing products with the Asset Type “Laptop”. It shouldn’t be showing tablets/desktops/printers etc..

442
Trevor Cooper
Top Contributor

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