Using Freshservice

Hi all,I’m trying to get a list of Assets with applying filter on the results and send a params and together.I’m getting an error - {"description": "Validation failed","errors": [{"field": "per_page","message": "Unexpected/invalid field in request","code": "invalid_field"}]}How can I achieve this?for example see the following api request that won’t works-https://jfrog.freshservice.com/api/v2/assets?per_page=100&filter="updated_at:>'2024-09-18'"

Is it possible to create a service catalog item that a requestor can use to select items from a list and add a quantity to a “request form” then have the total cost of everything being requested shown on the form before it get’s submitted?T​​​​hanks in advance for any thoughts!

I keep seeing a lot written about better supporting remote or “hybrid” workers (who work both in the office and away from it). Just wondering what the key changes IT support teams have made to better serve these employees are (and how this maps to all the advice being given). Thanks :)

Hello,Help with configuring Pandora FMS  alerting, I am using Freshservice Thank you in advance

Trying to get this module to be useful. I can’t customize it because even if I turn off Asset/Software, these tickets still exist. The 2nd Revoke Software access is one I created to try to get around the fact that you can’t alter certain fields, but that didn’t work, and now it’s just stuck there.Is there a way to reset the offboarding module or delete these child tickets? 

Hi Anirudh We are facing issues while updating Major Incident tickets. See the below postman call   Here is the update URL we are usinghttps://d3v-devopsintegration.freshservice.com/api/v2/tickets/1244Its a PUT call Here are the request params we tried {"type":"Major Incident","tags": ["devops","azure_4237"],"cus

would like to bring to your attention a technical issue we are experiencing. It seems that problem tickets are not appearing in the mobile app. We've verified this across different devices, and the issue persists.Could you please look into this and provide assistance with troubleshooting?

Good day, I have a template with a lot of custom fields in, some of which I would like to have the data replicated in an email as part of an associated workflow. Could someone please explain to me how this is achieved as there doesn't appear to be any logical way of doing this. Thank you.

How do you setup 2nd factor auth for users on FreshSales?

We have the below form to order a mobile phone but would like to set up a workflow where if they answer no to the circled questions it will send them an email with information about 8x8 instead. Within the workflow builder I cannot find any placeholders where I can create a condition that checks the answers of the circled questions in the form below. Any help/guidance would be greatly appreciated 😊 

Freshservice (our business instance, and any links directly to do with Freshservice specific support) have been down for the last few hours and are showing no signs of coming back online? I can see other users have been reporting this.The Freshservice status page is also unavailable/unresponsive. Could I please be updated with current status on this? Are others also experiencing?  

Hi our company is currently using the onboarding users in the portal page my manager has a requirement that if the person being hired is from Finance or Accounts department then the additional dropdown field will enable and vice versa. We also use workflow for onboarding, how will you fix this one? Expressions or condition on work flow? Thanks

We are setting up the onboarding module and right now we have the HR requestors being the initiator and then goes to the Reporting Manager.  We have instances where a Reporting Manager needs to onboard a contractor and HR is not involved in that (since they are not employees).  Is there a way to have onboarding initiate from a different group, almost like a second onboarding setup?

I don’t like how a user can mistype the default email address and create new/potentially invalid requester records. I want that to be a lookup over requesters. In what way can we bypass the default behavior? Other areas allow user lookups with the type ahead/search control.  

Requestors in the Sandbox – I have created a sandbox to test and saw that only a few of the requestors were brought over. I did read that only Requestors that were referenced in other configurations would be brought over.  However, it also indicates that Requestors could be Exported from the Production environment and Imported into the Sandbox.  I have exported the requestor from Production however, we receive an error on the import “Department field can’t be empty” even though the department field has a valid value.Any Requestors that exist already in the sandbox are updated, but no new requestors are created.  I receive the same error if I attempt to import the Requestor CVS Export that is created from the sandbox as well.We have some scenarios I will need to test that will require a larger number of Requestors be available in a sandbox environment and need to be able to work around this error.

 Is there any way to remove this field or change it a plain text field? Currently it’s hardcoded to require an email address for an individual you’re requesting items for. We have some instances where an employee or a new hire does not have an email address yet and it would slow things down if we had to wait for an email address to be created before ordering certain items from the catalog for them (before their start date etc). If I select the filed, I can’t remove it and can’t change it to remove the Display to Requestor field. I have full admin access so not sure why I can’t edit this?  Any thoughts or ideas would be much appreciated. 

Hello FS Community,Our client is seeing System notes on tickets in their Production environment.They don’t want to see these System notes in Prod.This is the type of note that I’m referring to: Do any of you know how to disable these notes from the System Requester/user?Kind Regards,John MMelbourne, Australia

Hi, Is it somehow possible to give an Teamlead access rights ( without been admin) to share Kanban boards to other agent groups like us admins?   

I logged a ticket with FreshService  14 days ago and got the below silo’d response.We have asked for updates twice and got nothing from them at all. Thank you for reaching out to Freshservice Support!I am Dharshini, and I will assist you with your query today.I understand that your concern as this notification disrupts your continuous work.​I will raise this issue to the backend team and check if there are any possibilities to achieve your requirement. Thanks for bringing this to our attention! I will ensure to update you with the proceeds. 

I’ve done this before but forgot how I did it. How do I add additional delivery stages of a service request as an admin?

i have three level of approval sending after one approver the request, it goes to next. But when 2 or 3rd approver reply the 1st approver should get a notification and the 1st should be directly able to reply to the 2or3rd approver.All these has to be capture as a note in ticket

I have a change workflow that creates a calendar event using the MS Exchange orchestration. I want to log a ticket into Freshservice when the calendar event creation has failed so our FS Admin can troubleshoot these issues without having to go into the execution logs every day to look for failures. I have tried using trigger webhook, request type= post, entered in my callback URL, credentials I’ve tried several ways currently set to inline credential with Api key. (Previous tries include inline credential with basic auth using Authorization with X as the password.Encoding is JSON Advanced. My JSON checks out with all of the fields I believe would need to be filled out for the ticket. Inlcuding requester_id, subject, group_id, department_id, category, sub_category, item_category, description_text (was previously tried as only description), priority, source, status, impact and urgency. When testing the webhook, i only get a 400 message.  There are ze

i have three level of approval sending after one approver the request, it goes to next. But when 2 or 3rd approver reply the 1st approver should get a notification and the 1st should be directly able to reply to the 2or3rd approver.All these has to be capture as a note in ticket

Hand in hand with this forum post:  I have consumables that I put into fresh service as an asset, like Mice. with a quantity of let’s say 100.Why am I not able to consume (assign) these to each user? I can only assign it to one person and cannot add them to each of the user that uses them.  I am not trying to be that person but ServiceNow has this feature and this is an absolute must for consumables as an asset.  Please make this change. The only way to to assign it to a user right now is to assume their identity as a requester and then make a service request for the item. Then go back and fulfill the request.  I hate to ask but it has to be a simple change. Is the product team able to make that change?