Using Freshservice

Fathom55Community Debut

Service Item fields variables not formatted, after friday 8/30

has anyone else noticed since the maintenance window 8/30 all their email notifications are messed up? The Service Item placeholders which output all the visible fields for SR, used to output via table in email and now its just a jumbled up mess of a paragraph. Were on Semi-annual channel for Outlook, so no Outlook updates happened. and Support acknowledged others have reported the issues.FreshService Support just simply says use outlook on the web instead of desktop app or “new Outlook Beta”, which isnt really an option for large organization. Seems like there's some kind of compatibility issues in their code for Outlook Desktop app. anyone have any ideas?Example:

905

11 months ago

FSEnthuContributor

asked in Portal/Knowledge Base

Help Needed for Custom CSS code

Hello Everyone, on My User Portal, I have changed the look of service Item Listing. Earlier it was showing three columns and now I changed it to one: However, if you see in the above Image, the Item Name and Short Description of the Item is not showing it completely. I don’t want any “...” at the end . I want the entire Item Name and Item Short Description to be displayed in full.Can someone please help me with this?

7418

11 months ago

NeverNotWorking24.7.365Apprentice

asked in Getting Started

Defeating the default Requester field - How do I ONLY have a Requester Lookup?

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.

321

11 months ago

edward.kimSkilled Expert

asked in Major Incident Management

Using Workflow Automator, is there a way to start a new 'conversation'?

Hello, there is a button which Agents can click on to start a collaboration with others via Teams. Doing this will start a new ‘conversation’ in a channel in Teams Anyway, we were looking to set up Workflow Automator so anytime a Major Incident ticket is raised, a ‘conversation’ will be created automatically to one specific channel in a Teams (will stay the same). Is there a way to accomplish this by any chance?

1011

11 months ago

KieselApprentice

asked in Assets

how to delete an asset ?

We physically destroy some older Hardware and now want also remove the entries in Inventory.I looking for a delete button but cant find it. All I found is the TRASH folder but as we never delete anything this folder is empty.

6304

11 months ago

anupama.phalCommunity Manager

published in AI & Bots

🌟🎊 This week on Freddy Fridays: A round-up of our Freddy Copilot for IT Masterclass Series 🎉✨Freddy Fridays

Hello There!Thank you for making this series successful with your fantastic participation and engagement. It has been truly gratifying to host you all! Here are all the relevant recordings and resources.🙌👉 Freddy AI overview: Vision, roadmap, and introduction to Freddy Copilot: Recording | Slideware 👉 Explore real-world applications: Use-case deep dive and industry-specific insights: Recording | Slideware 👉 Securely implement Freddy Copilot: A step-by-step guide and spotlight on security: Recording | Slideware 👉 Success in action: Customer experiences and ROI with Freddy Copilot: Recording | Slideware Note: If you’ve expressed interest in a Freddy Copilot demo, a free Freddy Copilot trial, an AI security consultation, an ROI consultation, or implementation support from our product team in this webinar series, our teams will contact you soon. Stay tuned!Meanwhile, if you are further interested in Freddy Copilot, here are a few quick links:⚡ Sign up for a personalized demo⚡ Sign up

350

11 months ago

joanna.smithApprentice

asked in Ticket & Workflow Management

Ticket Feedback Loop

I wanted to check in about an issue we've run into that impacts our ability to send/receive responses for tickets if it goes unnoticed or unaddressed. Essentially we had a ticket in which the requester copied in another email alias for a 3rd party vendor that was also using a ticketing system with an automated instant generic reply ("We'll review your request within X days and get back to you..." etc.). It then triggered our FreshService instance to then also send our canned auto reply and create this ongoing feedback loop of the systems going back and forth sending the same generic message to each other (screenshots attached). Right now we do have a workflow automation in place to keep this from happening and have since added this specific alias to it. My thought is that though we do have our workflow automation, we can't necessarily control for the variable if a requestor is copying in a new alias that may also have an auto response, only address it reactively as it happens and comes

3024

11 months ago

jeroen.heijboerSkilled Expert

asked in Ticket & Workflow Management

How would I setup a Ticket/task workflow with incomplete tasks

Hello!I am stuck on how to create a workflow that will contain tasks with conditions.I would like to create a workflow where if there is still a task for a department in a service request that is not set to "completed" then the ticket will still on the status “pending” or “open” Please help! I really appreciate it !!

1005

11 months ago

nthongchaiApprentice

asked in Getting Started

Requested for field in Service Catalog requires an email address

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.

761

11 months ago

Kamakshi VCommunity Manager

published in Getting Started

Event Lobby |Extend beyond IT: Centralize key resources with Document Management | Sep 4

532

11 months ago

chrirContributor

asked in Automations

Update Email from to email in form, Freshservice

Hi, We have an item in our Service Catalog that contains a form: Your name: Text fieldYour email: Text fieldComment: Text area We use a form on our website that our customers can fill in, and via API POST a Service Request is created with an item. Now the Requester (email from) always becomes our Freshservice Admin, as it is this API key that we use. How can I, using Workflow Automator, update Requester (email from) with the value (email) that the customer fills in the field for "Your email"? I tried a bit with "Trigger webhook", "WEB REQUEST", "JSON PARSER" and "EXPRESSION" with no luck.. Any suggestions?

490

11 months ago

Gabe689Apprentice

asked in Portal/Knowledge Base

How do I move the "Requested for" container for service items?

Hi all,I’m trying to see if there is a way to move the “request-someone-container” out of the SideModal and into the body of service items? I’ve found a handful of footer scripts that almost point me in the right direction but have not been successful in accomplishing this. Or I’m doing it completely wrong. Any help would be very much appreciated!!! Something like this?

451

11 months ago

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Unleashing the Power of Marketplace Apps in Conversation with Jennifer Nordella from Shasta College

Shasta College is a leader in North state higher education and is a part of the largest community college system in the world. The college provides a diverse student population with open access to undergraduate educational programs and learning opportunities, aiming to help them develop critical thinking, effective communication, quantitative reasoning, information competency, community and global awareness, self-efficacy, and workplace skills. Shasta College is part of the California Community College system, which is the largest system of higher education in the world, comprising 116 colleges organized into 72 districts. The college has articulation agreements to facilitate transfers to the University of California and California State University systems, as well as many private college campuses. The institution employs several individuals to cater to the needs of all its students and leverages Freshservice to aid its IT team in easily and efficiently supporting employee queries and

170

11 months ago

justmellyCommunity Debut

asked in Ticket & Workflow Management

Change Request Flow

I have been racking my brain trying to find an answer to this as I feel there is one that I am not thinking about. I am wanting to set a very specific workflow to change requests for auditing purposes. Change request gets created. Then has to get approval from me (head of IT). Once approved it needs to be tested in dev environment and signed off on by one of the admins. Once it’s signed off on that it’s been tested completely in dev, it needs to get approved again by me. Then once that approval happens, it then gets pushed out to production and signed off again that it’s done by one of the admins. How in the world could I accomplish this?

581

11 months ago

GraemeWApprentice

asked in Ticket & Workflow Management

Reset ticket after an Approval response

HiWhen a request is sent for approval and the status is set as “Awaiting Approval” - is there a way for the response to reset the status? i.e...if the ticket is approved, then set status back to “Open” if the ticket is rejected, then set status to “resolved” with a note about the rejection.We do have a workflow that “kind of” works - but wondered if there was a more efficient way using API

531

11 months ago

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Unleashing the Power of Marketplace Apps in Discussion with Russell Ho-Aitken, The Doctors Laboratory

In today's version of the ‘Unleashing the Power of Marketplace Apps’ blog series, we are excited to share some excerpts from our recent conversation with Russell Ho-Aitken, Helpdesk Manager at The Doctors Laboratory, discussing their usage of Marketplace apps. The Doctors Laboratory The Doctors Laboratory is a prominent UK-based Healthcare company. They are leaders in consultant-led diagnostics, innovation, value, and long-term investment in healthcare provision. With over 30 years of experience in the UK pathology market, they have established themselves as key players in the healthcare industry. The Doctors Laboratory was one of the largest COVID-19 testing units in the UK, and within a matter of weeks, they successfully set it up. Russell states, "Getting all the necessary equipment in and getting it all set up was quite a challenge. Having solid IT support in the background helped speed up processes and save lives." Urgency and emergency are synonymous with the healthcare indust

340

11 months ago

jhannaApprentice

asked in Ticket & Workflow Management

Custom Field Validation and Error Checking

Hello,Is there anyway we can validate/error check/add logic to custom fields prior to the user submitting a service request form? Here are some examples:If we have a date field, we need to be able to see if the date has occurred in the past and if so, alert the user to change the date to at least be the current day. If we have a number/decimal field, but say only want the value to be less than 100, to be able to add logic to the field for < 100.If we have a text field where we are asking for an email address, to be able to validate the address and make sure that not only there’s an @ symbol, but where we can also validate the domain. In our case, we would only want the email domain of our company.Thanks

10326

1 year ago

rachel.filkeyApprentice

asked in Portal/Knowledge Base

Using feedback widget on SharePoint without opening Portal to everyone?

I want to embed the FreshService widget into my SharePoint IT intranet site. I do not want to make my Freshservice portal open to everyone.How can I do this? IT would also be great if I could embed the solution only search?

790

1 year ago

TeeJayApprentice

asked in Getting Started

Exporting Solutions to excel

In an effort to improve our solutions that we have within freshservice i would like to be able to export them to a report and review solution namesolution categorydate createddate last editeddate last viewednumber of views ranking (if people thought it was good or bad)name of engineer creating/editing the solution

632

1 year ago

MichaelOApprentice

asked in Getting Started

YouTube videos

Looks like the training videos I was able to look up on YouTube are quite old. Are there newer ones I’m not seeing?

864

1 year ago

gdavid16Top Contributor

asked in Ticket & Workflow Management

Workflow to run on the due date

is it possible to run a workflow on the due date and time? trying to provide flexible automation so that the helpdesk team can own the offboarding process, and make adjustments if anyone asks for a small change to one of the offboarding tasks timing. trying to use the due date to kick off workflow automation that kicks off powershell scripts. how can i get a datetime based event trigger?

2588

1 year ago

sarahkekCommunity Debut

asked in Ticket & Workflow Management

Reopen workflow - don't reopen if response is from Satisfaction Survey

Hi, we have a workflow to reopen a ticket if the requester responds after closure. We use the Customer Satisfaction survey feature, and tickets are being reopened for survey responses, which we don’t want.What’s the best way to configure the workflow to ignore satisfaction survey responses? The only thing I can think of is adding “last interaction doesn’t contain ‘view feedback’” but I’m not sure if that’s the right way.

651

1 year ago

phill.yeungApprentice

asked in Ticket & Workflow Management

Workspace Ticket Field List Order

Hi All,Is there anyway to reorder the Workspace list in the ticket fields? RIght now it is set in the order which the Workspaces are created which looks quite random for users. If we can either set it to alphabetical or personalised order that would be best.

902

1 year ago

eeha0120Skilled Expert

asked in Ticket & Workflow Management

Project Association mandatory in SR

Hi Community. We have created a custom field named Type of Request, which allow us to broaden the types of cases we handle for our customers:Incidents (Type INC) Inquiries (Type INC) Requests (Type SR) Projects (Type SR)We use the last one for the Requests which are large ones, so, a Project should be created and Associated to the SR.Do you happen to know whether there is a way we could add sine validation (at ticket Resolution) where we could check for a Project to be associated to the SR? Our Use Case is:Some times agents forget to create the association; we would like to avoid Resolving the ticket if such association does not exist. I’m aware of Business Rules; but there are no standard ways to do that.I was thinking of using an API call to check that. In the docs, I found that in Projects you can actually manage Associations but I couldn’t find anything related from Tickets.Do you happen to have found / noticed about any Event that triggers when such Association is made in a ticket

110

1 year ago

Brian RTop Contributor

asked in Assets

Adding fields to asset

Does anyone know if we can add predefined fields in an asset? I would like to to add the location field to all of our servers so that we could use a dropdown to select the locations that we already have in our instance. When I try to select a dropdown field and add to all servers, it is asking me to add what I want in the list. I don’t want to have multiple list for locations. Thanks.

4057

1 year ago

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