Using Freshservice

Looking to see if it’s possible to create an automator workflow that alerts an agent if an asset’s disk space drops to a specific threshold. We have the Discovery Agent active and pulling device component info, but from my poking around it seems like the most I can do with Conditions is to reference the total disk space from Asset Fields. I’m assuming that the DA gets the info as JSON data, which could potentially be used by the JSON Parser widget in the automator builder. Problem is, I have next to no experience with JSON stuff outside of reading unpacked data outputs so even if this is feasible, I would need guidance in configuring it.

Dear all, we are currently looking at a way to set up a integration between freshservice and SignPath, has anyone tried it before? any advice on the best approach? things to keep in mind. at the moment the agent is manually adding the excel files to each ticket after being scanned by SignPathprobebly we need an API call,i found this already on the website of Documentation - Build System Integration | SignPath, but would like to get your feedback or ideas or inputs, as im not sure if there might be an easyer way. (app)

With the new resolution tab, is there a way to force that box to contain a value in order for the ticket to be closed?

We have informed users that when they submit a ticket via email they should include a detailed description of the issue. However, some users continue to submit tickets with details in the subject line and nothing in the body of the message other than their email signature.How I can create a workflow that responds with an automatic message when requests that lack a description are created? 

Hello everyone!This is my first post on the forum, so please excuse any mistakes I might make.My manager has requested that I create an Excel report of all "Company" contacts, including some information that is not available in the platform's export function: While I understand that it is possible to do this manually, we have over 70 registered companies, and doing this one by one would take a significant amount of time that I could potentially save here.My question is: Is there another way to obtain this report? I need to:Catalog all of my clients in a spreadsheet, including their respective groups, each state (UF), city, address, contact email, and contact phone number.If you use any tools, APIs, or if it is possible to request Fresh support to generate this report for me, please let me know how.Thank you very much in advance!

HiI have a multiselect field on an Item in the Service Catalog and would like to show field\s based on what is selected from that field.I cannot find the Item in Business Rules - Conditions. I am presuming I should be selecting Ticket Forms. Item?The Item in the Service Catalog is called IT Starter Request and the multiselect field is called Application Access (click on each one to choose multiple).Thanks  

Is there any recommended plugin or settings to be used to reduce the unused CSS and JavaScript errors in WordPress? Especially for mobile audience.

I've been working on a WordPress website, https://gratuitycalculate.com and I'm concerned about the amount of unused JavaScript impacting its performance. What strategies or tools can I use efficiently to reduce unused JavaScript on a WordPress site? Are there specific plugins or manual techniques that have proven effective for you?

I'm currently working with a multiselect field in our system that captures employee names. My objective is to extract the email addresses associated with these names and then individually process each email through the Okta Orchestrator App to 'Get User with ID'. I aim to automate this workflow and integrate it with Freshservice. Given the complexity of parsing and processing the data, I believe the Expression Node might be the right tool for this task.Could you provide guidance on how to accurately parse the employee emails from the multiselect field and subsequently automate the process of retrieving user information via Okta in Freshservice? Specifically, I'm looking for advice on whether the Expression Node is the best option for this process and, if so, how to effectively configure it to meet our requirements.

Hi Everyone,I’m an IT Service Delivery Manager, experienced with Cherwell ITSM, Zendesk, and a Jira Service Desk administrator in a previous life. I’m new to using Fresh Service, I’ve had some training, albeit limited to certain modules and certain features.My question that I’d like to ask is:I have 2 workspaces, one for “IT” which serves as the primary workspace. We have created a new workspace “Asset Management” because there is another entity in our group of companies that wishes to use Fresh too. We believe that there is a lot of benefit of them joining the fray, so I create a workspace for that business. I have also created a seperate CAB for the new workspace to utilise and added the relevant agents from that business who I want to be members.What I’m wanting to do is to have a Change Management Process for the IT workspace that I have, and then to have another seperate Change Management Process for the new workspace I have created. For clarity, when I refer to Change Management

Good morning,I am new here and hope you can help me.We get a lot of tickets where we have to put users out of service. This happens on the day itself, so sometimes it is a month later, but sometimes it is only after 3 months. I now put the status on hold, but it does pollute the overview.Is there a possibility that the tickets will be closed and then automatically reopened on a specific date?Hope to hear from you, thanks in advance.Greetings Maikel

Hello all,I have a request to show more information in the requester-widget “Requester information” in Freshservice in the agent portal.We have additional information fields synced by our active directory to the “Requesters” that should also be shown in the widget to have easier access to those data. How do I get those information to the widget? Best regardsMatthias 

Hi guys,Im using FreshService in MSP mode because i need multiple customer’s portal.Do i have a solution to make possible to add customer’s agent I need them to treat and see only their own company's tickets.Actually i do it with groups and a workflow saying : If a ticket’s incoming from this company then assign it to this special groups “Company Agents”I would like to do it with a better way like Workspace but it is not possible to have Workspaces in MSP mode.Thank you for reading and answering this,

Trying to find out if there is a way to create a large amount of tickets via an import of a CSV file or some other method in FreshService that I’m not aware of. Doesn’t need to be a full automation as this will not be a regular or frequent occurrence, I just don’t want to spend the time to manually create over 200 tickets if I don’t have to.

Hello all,First I wish you all the best for 2024!My question: I have registered a lot of assets. Each asset has a location.When a customer chooses an asset in the portal I had a hope that the location was filed in automatically. But it turns out that when I add the asset the location needs to be filed in separately. And it is even possible to fill in a complete different location.What do I do wrong? And how do I solve this?Sincerely,Eric

Hi :)I can see the Primary Alert placeholder in my Sandbox. How can I enable it or?Thank you!

HelloI would like to deactivate the contact suggestions in the requester field from the ticket creation interface. The context is that I don't want agents assigned to certain companies by groups to be able to see the contacts of people from other companies.Is this possible? If this isn't possible, will it be in the future?Regards

I have this error inside a ticket and it suggests me 2 emails that I have checked and they are active and correct. Where is the problem?

I have some ITOM alerts that I would like to associate to an existing ticket. When I choose this option, I do get a list of tickets, but try to narrow it down to the ticket I want by ID and that ticket doesn’t appear in the list. I have tried the ticket number, keywords, etc, and nothing - I’m unable to associate the alerts with the ticket that I need to associate them with. I don’t want to create a new ticket - what’s the criteria for this? 

In my office, we’re trying to automate the removal of the assets from the Discovery tab. I am able to set an event based trigger that will activate when an agent updates an asset and the “Used By” field is changed to empty.Once the flow is triggered, is there a way to initiate the “uninstall” process for the discovery agent that anyone has found?

Inside a workflow, I have trigger: “Requested item added is”, and I am checking it. Later on, I need the ID of that Requested item that has been just added. How can I get it? I can only get the ticket, the Service Request ID.The ideal will be when a new Requested item is added, I want the id.

Hello,I am curious if there is a way in FreshService to set reminders for tickets or projects. For example, a ticket comes in and I cannot act on it immediately but want to circle back to it in 3 days. Is there a way to set a reminder for that ticket?Same with a project or task within a project. If I have a project open and add a task that doesn’t need to be looked at until 6 months from now, is there a way to get reminded of that task once the 6 months have passed?

Hello :) Today I have such an interesting one question.Is there a way, I can change the stored scheduled variables from a workflow node?I have a variable I want to change, it is supposed to be used after a timer for 7 days from today, and now the workflow is in progress mode. I need to change the stored variable before continuing the next action?Will be impossible I believe, thanks!

I need to update a service request that was created using the API. I have a properties section in my dashboard which expects for the service request to be resolved, along with some other fields like group, source, close code, etc. I can’t find any API endpoint for updating. Either updating the service request or creating it with these fields already filled out.I have an AI agent that is already performing the tasks so a true service request isn’t required to be handled by anyone else. The AI agent creates this service request after finishing the task and then it should resolve it.

Is there a way, I can use Client Script, or UI script on a Service item/Service Catalog.I want to fill in data based on fields, dependent fields, and add custom logic. Thanks!