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Using Freshservice

Using Freshservice

2102 Posts
J
Apprentice
jfwilsonApprentice
asked in Portal/Knowledge Base
Secondary Email Mapping

I’ve seen a couple of forum threads through searching, but have not been able to find resolution.  We have a different UPN than we do primary SMTP address.  As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address.  So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.When they email into the support address, it will create another account for them using the primary SMTP address.  I know that I can merge these, but it’s rather cumbersome.  The other option I see is to manually add the secondary email address.  Is there a way that I can automate this via mapping attributes or otherwise?  I don’t want to have to remember to do this for each new user.

7217
S
Skilled Expert
A
Apprentice
aaron1992Apprentice
asked in Portal/Knowledge Base
Updating user activation email based on portal url

Hi,on freshdesk I have the default portal and I've now created a second portal for another clients requests.For the new client I have created a new product with a specific support email, and have assigned it to a specific group for the new client.The problem I'm having is, how would i ensure that the activation email will redirect the contact to the correct portal? I have assigned the contact to the new client group, but when the email notification is sent it keeps redirecting them to the default portal which isn't what i want.

813
A
Apprentice
SLuethi
Contributor
SLuethiContributor
asked in Analytics
Measure number of incident escalations in x period

Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.

1057
royalgams
Community Debut
broberg
Apprentice
brobergApprentice
asked in Getting Started
Using Private Notes as filter in Ticket metric

Hi!Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics.Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.

615
mahendarsingh
Community Manager
J
Contributor
jamcroContributor
asked in Apps and Marketplace Integrations
Azure Active Directory Provisioning (SCIM) - Failure

Hi,We’ve been using the Azure Active Directory Provisioning (SCIM) app for well over a year now and had no issues but recently I’ve noticed we are getting the attached error when manually/automatically provisioning users into Freshservice. Does anyone know how to resolve this? The user wouldn’t yet be on Freshservice as this is what the app is for, so I don't understand the Match failure…TIA

3693
J
Contributor
kovergard
Contributor
kovergardContributor
asked in Apps and Marketplace Integrations
Azure AD SCIM Enhancements

Hey!According to the dec release notes, We've added support for syncing the Location, Department, and Secondary Email fields to our Azure AD, OneLogin, and Okta SCIM Apps.Have anyone been able to find any more information on this update for the Azure AD SCIM?The effy app still shows version 1.0, and no further target attributes have been added in the Azure SCIM setup.

327015
S
Skilled Expert
Medic1334
Skilled Expert
Medic1334Skilled Expert
asked in IT Operations Management
Alerts - Handling multiple tags

We are trying to use tags in an email from the host system that is kicking out the alert. I have a Regex that in rubular (see below) and regex101 will match several items, but within FS it’s only returning the first match/matchgroup.We are likely going to have multiple tags on these notifications, so I need to be able to parse each value (comma separated) as a unique match instead of doing a “contains” on the entire string of tag entries. Here is what FS returns from our dev environment. Given there is a variable quantity of tags makes this a bigger challenge as we’re trying to keep alerts received as a single template to minimize overhead from an admin side. Anyone ever dealt with this? FS support has also been queried but I’m not sure they’ll have the support for this either (fingers crossed though!)

280
Medic1334
Skilled Expert
broberg
Apprentice
brobergApprentice
asked in Analytics
Using private notes as filter in Analytics - Solved tickets

Hi!Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics.Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.

514
broberg
Apprentice
Mike.Borst5301
Apprentice
Mike.Borst5301Apprentice
asked in Apps and Marketplace Integrations
PowerBI Integration

Anyone having any luck using PowerBI to pull metrics out of FreshService as I am not a big fan of their analytics section???

407112
J
Top Contributor
dreisatzrechner
Apprentice
dreisatzrechnerApprentice
posted in Getting Started
Dreisatz Rechner

The Dreisatz Rechner is a practical tool for solving proportional problems using the rule of three. It allows users to calculate unknown values in direct or inverse proportionality scenarios quickly and efficiently. Ideal for students, professionals, and anyone needing accurate results for ratio-based calculations, the tool simplifies everyday tasks like budgeting, scaling recipes, or solving math problems.

780
dreisatzrechner
Apprentice
Y
Apprentice
YvonneApprentice
asked in Getting Started
Restrict email notification to use requesters organizational email address only

I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated  

1285
Roxwell
Contributor
L
Skilled Expert
lulrichsSkilled Expert
asked in Analytics
Custom Metric for Report - Time to Ticket Assignment

Hello!I am currently building out a report and I am curious to know if anyone has any recommendations for me here.  I am looking for a widget that calculates the Average Time until Ticket Assignment, and I am just not able to figure it out correctly.  The unfortunate thing here also is that I would like it calculated in Business Hours rather than Calendar Hours.I build a Custom Attribute [# Time to First Assigned] - that takes the DATEDIFF_SECONDS (Assigned Date, Created Date). I have built a Custom Metric - that takes the AVG of (# Time to First Assigned)While this is displaying accurately, I am beginning to think that it’s counting Calendar Hours as well, where I would only want to see Business Hours.If there is anyone who can maybe give me a pointer or a way to do this, that would be awesome!  I find it kind of silly that there isn’t already a built-in attribute for this, but alas (unless I am completely overlooking something - please let me know!)Thank you in advance!

933
Daniel Söderlund
Skilled Expert
K
Top Contributor
Khalid_RagyTop Contributor
asked in Analytics
Issue with data classification in a report of incidents within SLA vs out of SLA

  While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don’t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn’t mess up my report? The data point in question is in light blue below The screenshot below shows the metric, time dimension and group by filter for better understanding  

495
Yasir5588
Community Debut
E
Skilled Expert
edward.kimSkilled Expert
asked in Analytics
Running into error when extracting data extract from Analytics to BI tools (PowerBI and Tableau)

Hello,  I referred to these two documentations 50000003101 and 50000001123 to connect two BI tools (PowerBI and Tableau) to a data extract I created.  I used my API Key for Username and provided blank for password as instructed. I also checked Analytics page to confirm the data/report was certainly generated and i can download it using that page. However, connecting it from BI tools would run into below errors.   Error from PowerBI: Details: "Web.Contents failed to get contents from 'https://helpdesk.[domain name].org/api/v2/analytics/export?id=223adc3d-52fd-4bf5-b518-17f1216fedeb' (404): Not Found" Error from Tableau: An error occurred while communicating with the data sourceThe web data connector returned invalid data.Error Code: 95BE3012Either invalid data are present or required fields are empty for class TableInfo. Required fields and respective data types are: { (Name : 'id', Type : QString, IsRequired : true),(Name : 'columns', Type : QVariantList, IsRequired : true),(Name : 'al

491
HekateSwitch
Community Debut
M
Contributor
MichaelBoardmanContributor
asked in Automations
Automator based on Usage Type

I have been tasked with clearing the “Loaner” status on laptops in our org at the end of every day. I was all set to make a daily automator that simply looked for laptops with the “Usage Type” set as loaner, then change it to Permanent at the end of the day. It looks like “Usage Type” isnt a placeholder that can be used in the automator...is this true, or am I just missing something? 

533
PoEHub
Community Debut
Alexshafi
Apprentice
AlexshafiApprentice
asked in Automations
Issues with Freshdesk Automation Rules Not Triggering?

Hi Freshworks community,I’m facing an issue where my automation rules in Freshdesk aren’t triggering as expected. I’ve set up several rules for ticket assignments and responses, but some of them don’t seem to activate when they should. I’ve double-checked the conditions and made sure everything is configured properly, but the issue persists. Has anyone else experienced this, or can you suggest what I might be missing? Any help or insights would be much appreciated!Thanks in advance!

2121
mbutler
Skilled Expert
bthomas_direct
Apprentice
bthomas_directApprentice
posted in Employee Workflows
Powershell Orchestrator for Azure AD

Hello everyone,I’ve been using FreshService Workflows for a little over a year now and have started hitting limitations with processes related to Employee Onboarding and Offboarding. Since we are 100% cloud-based and don’t have an on-prem AD, the AD PowerShell app is not an option for us.I’m facing challenges with tasks that can be easily accomplished through PowerShell modules but are not supported by the current Azure AD orchestrator, such as:Managing shared mailboxes Updating membership for mail-enabled security groups Hiding accounts from the Global Address List (GAL) Other advanced actions available in PowerShell modulesUnfortunately, FreshService’s Azure AD orchestrator falls short, covering only about 50% of our onboarding and offboarding processes. For the remaining tasks, we still have to manually access Exchange Admin and Entra AD, which is far from ideal.I’ve reached out to support to ask if an Azure AD PowerShell orchestrator is in development, but I haven’t had any luck so

1021
Daniel Söderlund
Skilled Expert
rljosh
Apprentice
rljoshApprentice
asked in Automations
Auto-reply stopped working

We have an auto-reply email that is sent on the creation of each new ticket. It looks like it stopped sending replies a few weeks ago, and we haven’t made any changes at all. I have looked at the rule, it is enabled, and seems like it should be working.The only thing I can think of that changed is we removed one account from our organization.Any ideas of how to get it working again?​​​​​

191
Daniel Söderlund
Skilled Expert
A
Apprentice
a.habgoodApprentice
asked in Automations
Triggering Workflow Automator on existing ticket.

Hi Freshworks Community!We use Freshservice.I need help on finding out if its possible for an agent to trigger a Workflow Automator on an existing Request ticket. We use this primarily for when our users request hardware items and we need to pass this information over to Sharepoint list when the agent has ordered the hardware and prepared it for pickup by the user.I have setup a “Trigger Webhook” function to pass information about the ticket (Requestor, Ticket number etc) to PowerAutomate. We use the data from Freshservice to a Sharepoint list.What I have setup so far is when an agent “adds an item” to an existing ticket it triggers the following Workflow Automator: The above works fine however we are stuck when the ticket has an an approval at any stage (as required by our organisation) and therefore the agent cannot add an additional item because Freshservice does not allow the agent to add an additional item to the ticket when there is an approval. We have tried triggering based on

3544
A
Apprentice
D
Contributor
damian.lofthouseContributor
asked in Analytics
Analytics Report grouping by Multi Dropdown

I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.

2095
Leighanne
Skilled Expert
J
Apprentice
johanjaniApprentice
asked in Apps and Marketplace Integrations
Enhancing Functionality and Overcoming Challenges in Third-Party App Integrations

In your experience, how do app integrations with third-party services improve functionality, and what challenges have you faced when integrating these services? Share specific examples or tools you've found helpful.

90
J
Apprentice
Eric Austin Miller
Apprentice
Eric Austin MillerApprentice
asked in Apps and Marketplace Integrations
Teams Integration Diagram

Hi all, Our InfoSec team requests a Teams Integration Diagram to understand how the integration works with Freshservice. So far I’ve been unable to find anything on this. Anyone else have any ideas?Thanks, Eric MillerUTIMCOemiller@utimco.org

491
B
Skilled Expert
E
Top Contributor
EdKTop Contributor
asked in Automations
Online PowerShell?

Does anyone know of an ability to run PowerShell scripts on Exchange or AAD Online?   I’ve got some scripts I want to run for our offboarding process but not sure how that would work to pass credentials.  If anyone has gotten this to work and has a code example, it would be most helpful. Thank You

9188
C
Community Debut
Anusha
Community Manager
AnushaCommunity Manager
published in IT Operations Management
Meet Subject Matter Expert Ashutosh Pandey >>> ITOM Unlocked
Meet Subject Matter Expert Ashutosh Pandey >>> ITOM Unlocked

Hello everyone!ITOM Unlocked is back with another live session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) Ashutosh Pandey (@a5huto5h), better known as Tosh, on Tuesday, June 18, 2024. This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on Freshservice’s in-built Status Page module and interact directly with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. So drop your questions in the comments below for @a5huto5h to take them up!  But hold on – First let me share a bit more about @a5huto5h below!-----------------Staff Product Manager Ashutosh PandeyMeet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). T

65634
Anusha
Community Manager
T
Contributor
TomPeetersContributor
asked in Analytics
How to create software overview per department in Analytics

Hi everyone, I am trying to create an overview of software that is used per department. I am struggling with it for a while for what I thought it would be an easy overview.So what I did:I created a widget from scratch using a chart I use the Metric “Users Count (Sum) I group by Name (which is the name of the software)The only thing I need to add is the department of the user. Whatever I try, it does not give me the correct results.One difficulty: Some software is linked to ‘Used by’ (the user) and some is linked to ‘Installed’ (the machine). Of course it would be great to see it in one overview, but I can live with two different widgets (one for user, one for machine). Does anyone have an idea how to solve it? Thanks, Tom

383
T
Contributor

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