Using Freshservice

I’m attempting to create and then update a service catalog entry. Creation goes extremely well. For example when I run ```curl \  -u "${TOKEN}:X" \  -H "Content-Type: application/json" \  -X POST \  -d @payload.json \  https://example.freshservice.com/api/v2/service-catalog/items``` Where `payload.json` is (with the category_id filled in with a valid value): ```{  "service_item": {    "name": "Item Name",    "category_id": redacted,    "short_description": "Apple Macbook Pro 13 inch",    "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>",    "visibility": 2  },  "workspace_id": 2}``` I receive notice that the entry has been created. ```{"service_item":{"id":redacted,"created_at":"2024-02-01T00:00:00Z","updated_at":"2024-02-01T00:00:00Z","name":"Item Name","delivery_time":null,"display_id":123,"category_id":redacted,"product_id":null,"quantity":null,"deleted":false,"icon_name":"service-catalog-services-default","group_visibility":1,"agent_group_visibility":1,"item_type

So, just wondering if you all have some better ideas for a topic that's been coming back again.agent receives a ticket, but when escalating it the keep forgetting to change the status, would you have any proposals on how you deal with it in your workplace, we try to communicate already to them several times,  even using a pop up in fresh to inform them to change it and put in a description, but no luck.I really don't want to make another workflow to do this as i already have a lot of them and its a real pain to maintain them in fresh. and it makes the agents lazy in the end. 😂Any advice?

Upon trying to resolve via collaboration tab and status page, I've noticed the absence of an option to input resolution details. It prompts for resolution confirmation but does not provide a field for resolution details. Placeholder for resolution is not available as well.  The placeholders listed below are activated for email notifications both when a Status Page is created and whenever a note or update is published on the Status Page. My goal is to effectively communicate comprehensive resolution details, beyond just the End Time, to our subscribers. However, I am presently constrained to using only the placeholders listed below. Is it possible to add placeholder for resolution message like similar to update message? On the FreshService Status Page, I've noticed that resolutions are detailed with timestamps, distinctly separated from updates - https://updates.freshservice.com/incident/10730  

We’d like to utilize FreshService for software asset management to keep things simple, but there’s a key component which I’m not finding, which is the ability to automatically assign users to software licenses based on whatever rule.  For example, it would be easy to manage this via Groups in Azure AD.  A job could run on a schedule to list all members of the group and assign them to the software license in FreshService, but that’s just one idea.  Really I’m asking if this is at all possible today?

We are looking for ways to use Freshworks and Fdeshdesk differently within the same team. Do you have any good ideas? Freshdesk agents answer queries from internal users. If they are not resolved, they are escalated to a senior support engineer who uses freshservice.They also monitor the system and use freshservice for easy integration with other systems. The Freshdesk self-service portal will contain a knowledge base for internal users. We would like a senior support engineer to create this knowledge base. Do senior support engineers need a license for both Freshservice and Freshdesk?

I would like to be able to use dependant fields for a multi-dropdown.I have a Service Item, in which I have to ask specific questions based on the answers to the previous question.If they specify multiple answers, I have to ask multiple questions.Currently, I can only do this on a normal dropdown.If I try to use Business rules for this, I have to create 10 business rules, one for each possible answer.

Has anyone managed to successfully create a maintenance window in their Status Page? This is a new feature announced in the January 2024 Release Notes which should have gone live on January 29, 2024.I’ve been following the documentation for the feature, but after creating a maintenance window I do not see the option to “Publish Maintenance Window”, as shown in the animation below from the documentation.I am a full admin, so the issue should not be permissions-related.

Whenever we mark a certain service item as fulfilled, I want to trigger a workflow that will send a Slack message. What would be the best trigger to do this? I have not found this option in the conditions or events options. Any insight would be helpful! 

Is there a way to integrate AWS Codepipeline with Freshwork?If yes, please provide the steps to implement

Is there a way to allow agents to re-activate Requesters? Global Admins can do it, but I would like my agent who is doing employee lifecycle to be able to re-activate. I provided Requester ‘edit’ access but he still gets an error. 

can we create diffrent fields for diffrent catalog items. 

Once the request is reopened, what will happen to the SLA? Will the SLA continue from the previous one, or will a new SLA be initiated?

It is quite difficult to send out the same message to all incident tickets associated to a problem. This creates a lot of unnecessary work and increase risk of reduced service.Only solution at the moment Is to open each ticket separately and copy/paste message. I would like to be able to:Send message to all tickets associated with a problem ticket.  Send a message to Requester on the incidents associated with the problem.  Send solution article from Problem to all requesters on incidents.Am i missing something essential? How do you handle this when you have many incidents connected to a problem ticket? I found a 8 year old idea for an improvement on this but it was closed without any reply from FS.As Cwade said:“I'm not sure how you're supposed to have a problem ticket without the ability to respond to all ticket holders. That is literally the main reason for problem tickets to exist - to consolidate similar issues and facilitate communication between affected users and responding tech

Has anyone successfully set up a custom URL for a Status Page?  The documentation for this functionality is unfortunately lacking and doesn’t give any instructions.When setting up a custom URL, there is a button to “Generate CNAME”, which then creates values for “CNAME record” and “CNAME value” and displays a Configuration Error, as shown below. I assume the next step would be to work with our network team to plug in the CNAME value as a CNAME record for the URL that we provided, and then come back into Freshservice and click the refresh button once implemented.  Is this correct? Thanks in advance for any insights on this!

Survey build looks great, appears to be no way to view surveys except via analytics without individually checking every single ticket by hand, which is disgusting. Analytics are garbage, I want meat and potatoes and freetext data, not executive summary crap. I have to be missing something. It cant be this bad.

Is there a way to allow external users to see announcements in the portal without having to log in? We have several instances where we would need to send announcements to outside parties that do not need to log into the portal but are definitely going to click the link and then call us (or just get upset with us) when they can’t access the announcement. We have disabled sign up from the portal because we need to more closely control who is and is not a requester in the system. Thanks!

In the agent portal, can we design/put custom field in a specific place based on our preference?  

Hi All,I’m setting up FreshService and looking for a bit of your more experienced guidance. We are moving from an old version of Jira where everything is simple logged as a ticket and we add it to a category. but we’d like to use FreshService properly and use better types.We also have a requirement that all tasks we do in IT infrastructure need approval.For internal IT issues, such as setting up a new PC, a new switch, new server etc, what type do ye log those under? For example setting up a new laptop. just to have it ready. No user has requested it so having it in under a service request doesn’t make sense to me. I don’t want users to be able to see it as an option so I haven’t included it under ticket categories, and projects can’t include approvals, as far as I can see.Change looks like the best option, but there is a lot of required fields in a change form that don’t apply, if I could remove or rename fields there is would be great.So how do ye log internal everyday IT tasks users

Hello community, I would normally go to the support team for this but seeing how they are a bit delayed at the moment (hoping everyone is ok), I thought I would reach out here to see if anyone has posed this question before. Does anyone happen to know how long data resides on the FS servers once something has been deleted? I know it says once we delete a ticket and remove it from trash, it is unrecoverable. However, I am curious how long it takes to actually remove it from the AWS server. Thanks in advance for any insight anyone can provide!Zach

Has anyone set up a Workspace for their HR department? Any tips or tricks you are willing to share? The HR team is going to want complete confidentiality for their workspace. Is this possible?

Hello,Can I map custom fields through Azure Active Directory Provisioning (SCIM) app?

Is there a way to determine how long a ticket has been in pending (or any other status) and do actions based on that in a workflow?

OK, here we go again with me complaining about unwanted banners on my dashboard.The latest one is “It’s time to look back”, with a cute little video of some of my team’s metrics for 2023.Listen, I appreciate the desire to keep people informed, and I think FreshWorks marketing is top notch, but get these (expletive)  banners off of my production screens! I don’t need my team to be distracted by cute little videos!OK, rant over…. now, when are you guys going to release workflow updates that allow CASE, GOTO, and LOOP statements? 

Is there a way to create an announcement template?  we want to have a signature on all announcements since it is also being sent out via email.  Is there a way to do this?

I have problem with this API, I receive an empty object:  /api/v2/tickets/[id]/requested_items Any idea, thanks!