Using Freshservice

Hi, I am trying to connect to FreshService via an AP. Everything had been working perfectly, but today I received this message:{  "code": "access_denied",  "message": "You are not authorized to perform this action."} I can no longer connect through the API. Nothing has changed on the account, but I am wondering if some account settings need refreshing? If this is the case how do I stop this from happening again. Many thanks

Hi Community, I need some assistance with setting up the Fresh Service Bot in Teams to alert users about major incidents. Specifically, I would like to know:How can we configure it so that only major incidents are posted in the channel? How can we prevent it from spamming Teams? Currently, each time someone adds a note, it creates a new message. Can it instead add a note to the original message that was posted in Teams? If this isn't possible, can we disable updates so it only posts the initial notification? Can the bot post the resolution notes to the Team when an incident is resolved?Additionally, since Microsoft is deprecating webhooks in Teams, we want to avoid using them. Any help would be much appreciated! Many thanks 

Is there a way to change the order of tasks in the Next Gen Project Management tools? Thanks Scott

Hi everyone.I am looking for some advise on how you have managed to encourage users to move away from emails and to go to the IT Portal to use solution articles and raise tickets from the portal.Currently our uptake for the portal is low, but want to encourage this in an effective way!Thanks

Hey All,Is it possible to have a report/dashboard that shows both Assets & Tickets? I would like to create a dashboard that shows all open tickets in relation to hardware requests and all ‘In Stock’ assets.Regards,Mark

Hi all,currently I am struggling with ‘Location’ data for assets. I can enter all locations in Freshservice>Asset Management>Locations. All data is stored like location name, address line 1, city, zipcode etc etc. The Location name is something abstract (NL-xxxxxx) This is because out customer recognize these codes.But the agents do not know if that name is the right address. How can the see the complete address information? Where can they find this.Only an administrator can add/change/delete/edit locations?I really need this data to be presented to the agents. Please …. HELP!

There are several web pages that I have found that tell how to do this and all of the suggested places to change this, that I have found don’t exist in the admin console.Terry 

Hello,we are creating our CMDB and initially concentrating on Windows servers we have used the probe. Recently we connected to our ESXi hosts using Vmware vcentre cloud discovery.  The first thing that happens is we had loads of duplicates as it see’s these as VM’s and not servers (Not too much of a problem as its in the sandbox). But we notice they each have differing information, the VMware side nicely catching more VM type stuff, relationships, which host its on etc whereas the probe captures the software stack etc. I’m yet to go fully into the difference but wondered had anybody come to this crossroads on which to choose and why they went which ever way they did ?

I’m trying to use a PUT request to update the requester of a ticket, however, I’m getting error code 400 when I test it.According to this error documentation, my formatting is incorrect.Does anyone see what I’m doing wrong? Any help would be greatly appreciated, thanks! 

We have added an additional custom card to the portal. All of the other cards are hidden if the user is logged out, except for the one we added.How can we hide this one as well?

I have an inbound incident. I press Reply and create a response. I then press “Send and Set as resolved”. The right hand sidebar shows Status = Resolved The interface jumps to the Resolution tab and prompts me to fill in a Resolution Note. I save the Resolution Note. If I think to return to the Details tab, I find that the last reply (from 2 above) hasn’t been sent. The problem is that I may not think to return to the Details tab  I press Send The status still shows as Resolved, but the “Update” button is active. If I don’t notice that, and click away to another screen, the status reverts to openThis is just too bitty and error prone!Any suggestions, or ways to remove the “Send and set as...”? 

I found a slight problem when manually adding an approval to a ticket. If you click the ‘Request Approval’ in the Approvals-Tab of the ticket, it opens the sidebar with the approval request and pre-fills the ‘To’ field. But here is the problem, it does not pre-fill the configured requestors manager, but instead it pre-fills the company-head, this led to some issues when the CEO or General Manager complains about getting approval requests for things he really should not be needed for. Is there a way to change this default behavior to pre-fill the (correctly configured in the system) requestors manager and not the company head? For info: in workflows approvals are set to use the manager, that works find, it is just about the manual adding of an approval where it pre-fills the company head. B

Hello! We have a service request option for new employees to purchase insurance for their devices. We would like to get the request filled out before the employee starts, preferably while they are doing the rest of their pre-employment stuff. Is it possible to have an option for a user that does not have a sign-in to place a service request? Preferably for just the one item, but if not, that is fine. Thank you!

I’m struggling in to get custom fields from “/api/v2/service_catalog/items” this command. I don’t see any custom fields when I use this address. Is there any filtering to get them?

As an IT service desk agent in a newly established shared services center, we are debating whether to build up our own ITSM setup, i.e. service catalogue, configuration management database, etc... Or use the already existing setup of one of our companies that we support as a managed service provider. I can see that one of the setbacks of creating our own setup from scratch is that it takes a lot more time. On the other hand, using the already existing setup may not be particularly ideal for our needs (as it is not tailored for us). This just an example to deliver my point. It would be great to discuss this topic in detail with one of the community pros. Looking forward to hearing from you all

Hi Support Team,I have noticed an issue with the localization of notification tags in the email notifications for tickets. Despite setting the language to French, certain tags, especially those related to dates, remain in English. This affects the overall user experience for our French-speaking users.For instance, in the email notifications, days of the week, months, and other date-related information are still displayed in English. Here are a few examples:{{ticket.creation_date}} shows "Mon" instead of "lun". {{status_page.maintenance.start_time}} shows "July" instead of "Juillet".It is important for us that all elements in the email notifications are properly localized to ensure clear communication with our users.Could you please look into this issue and provide

Hi,Unsure what best way to approach this is, so thought I’d ask here!We’re bringing on a second workspace into our Freshservice instance and noted that if someone wants to raise an incident, the only way they can select which team it should go to is if they select from the dropdown box for “Which Team?”What we would like to do is see if we can have this field pre-populated with the new workspace (Procurement Helpdesk) so they can advertise this link in comms, as well as on their pages on our intranet.Is this something we could do in a URL? Unsure if you can add a # property, I’m not a HTML/web developer by any means sadly!

Hi, As mentioned above in the title - Has anyone had any experience/luck with tweaking the HTML for the sign-up/registration page in their Freshservice instance?Currently our live instance redirects to our SSO solution (Okta) and our sandbox instance redirects to the Freshworks login page - In both cases, neither make it at all obvious to the user signing up that they have been sent an activation link via email to action, they redirect to login pages in both cases and just leave the user confused.It feels like a better user experience would be a redirect back to the customer portal homepage or just any page on the Freshservice customer portal they’re on, so they can see the notification that appears in the top right corner of the portal to let them know an activation link has been sent to their email address they signed up with:

Hi - I have a questionI’ll very much like to use the board kisting in incidents Freeshservice - but when I answer a costumer on an incenidet it looks like the functionality for updating the incident further is locked - is this true?I’m loosing this opportunity after the first answer to a costumer//Luise

Hello community, Do somebody have a tips to update massively all our solution ?We want to update the review date to put one for each. Do you have any idea ? With bulk, API or workflow ? Have a nice day !

Hi all, is there a way to filter for tickets that have been modified more than a month ago. Thank you

I’ve been interested in moving my career forward as an IT administrator and was wondering what some of the struggles come with the position.

We are thinking of making priority calculations be done using category’s but i can not seem to find anything regarding that in fresh, Would this work?Categories are linked to services in the CMDB >  Services give the Urgency of the prio calculation and Impact is add by the agent.Together this gives a priority from the prio matrix.Any advice on this from someone?

Hi All,how can I add multiple Delegates?I know I can only add 1 delegate per time period. Is it possible to add multiple time periods. eg I am going on holiday for 3 weeks and the first two weeks colleague A is my delegate and week 3 colleague B.  

Hi, I have a workflow that should be triggered by a Change item being updated or created, but it doesn’t seem to be working. At the moment, the flow should simply trigger a webhook (specifically a Power Automate flow), with it sending some of the form information for further processing. I’ve tried creating a new change and then updating its status, but nothing appears in the Execution Logs page. Any help would be appreciated.