Using Freshservice

Afternoon,We are looking to get a weekly export of our assets, including custom fields. We’ve tried using the Data Export with the Assets Module but the default fields available to export don’t include the fields we require and when trying to set the CI Type in the filters, Fresh shows as “Loading” and then crashes. I have tested in our test instance and experience the same behaviour (even on default CI Types without custom fields).Is there a way to get an automated export of all assets with custom fields via Analytics > Settings > Data Export?I can get the data manually if I go to Assets > Inventory > Export and then filter to the specific CI Type and I can retrieve the details via the API (not our preference). Loading before crash

We have configured the Slack Orch app in Freshservice. Is there a way to have the orch app send a direct message to a user? I’m only able to see the option to post a message to a channel in workflow automator. Any help would be greatly appreciated! 

Are logs available for agent permission changes? I found the logs for requestor updates but can’t find logs for changes to agents’ permissions.

How do you add a custom field to the service item subject field? If the Custom Item is a text Box named “Brief Description of Device” this is what I have tried and it dose not work for me {{custom_field.cf_Brief_Description_of_Device}} any ideas?

Hi,in the “tickets lists” would be great if you add the option:“Required Date and Time” field, so the column can be add shown see when the ticket is actually required.   Example: Tickets list (https://support.freshservice.com/en/support/solutions/articles/50000000126-understanding-ticket-views)Contact State Status Priority Assigned to Created Date Required Date and Time   Thanks.

Hey all!!So currently our company just started using FreshService. We do NOT currently allow users to use the portal and tickets are created via email to our support email.The default auto reopen ticket automation does not work with this setup. I did find a setup that somewhat works and that if a ticket is Updated then it reopens the ticket if the status is closed but this causes some issues when we merge tickets it will auto reopen the merged ticket that auto closes on merge. Any help would be great!!

Hi All,Is there any way to add column/field on the ticket list from the self service portal?Thanks

I would like to be able to set the category and two of my custom fields (Root Cause, and Solution/Resolution) to indicate that the ticket was merged for metrics.I think it would be great if we could do more customization for what happens when a ticket is merged.

An agent cant see a dashboard with many widgets, but they are visible to all agents?Have those errors:Response due Tickets Widget's data is inaccessible due to the widget's filter settingsUnresolved Tickets by Assigned to Agents Widget's data is inaccessible due to the widget's filter settingsAny idea?

Happy New Year :) I have a question regarding the holiday list we can import in Business hours. From where Freshservice gets them? I want to ensure the list is valid, thanks!

How can I make the Planning section of a Change mandatory before requesting approval is allowed? Currently, an approval can be requested without filling out any of the Planning section. We need the full details to go to the approver.

Hello, We re-image and repurpose laptops at our firm. These laptops were in FreshService and then re-imaged. The image includes the FreshService agent.If the laptop was already in FreshService Inventory, what happens after it is re-imaged? Will it check back in and update its old record in inventory? Or is it best practice to delete the old laptop record before re-imaging the laptop?Trying to avoid duplicate entries in FS for obvious reasons. Thanks for any guidance. Joe

Hi Anirudh We are facing issues while updating Major Incident tickets. See the below postman call   Here is the update URL we are usinghttps://d3v-devopsintegration.freshservice.com/api/v2/tickets/1244Its a PUT call Here are the request params we tried {"type":"Major Incident","tags": ["devops","azure_4237"],"custo

Hi,  We’re about to start on our deployment of FreshService and in particular the Service Catalog functionality through the user portal and I’d love to hear any interesting stories from deployments or unique customisations you applied to your environments to better serve your users and make it a compelling destination for them to use and self serve. For that matter, any pitfalls that caused frustrations or blockers to adoption so we can learn from those too!  Thanks in advance, Paul

I have a use case where our Freshservice contains a lot of requesters that are not employees within the company, usually due to employees using their private mail when contacting us. Therefor I have setup a Requester group which filters out the employees based on their e-mail domain. However, when I apply this filter to a Dropdown list, with a Data source, and choose Requesters to use the group, it removes all agents from the list.This creates the situation where I have to create Business rules for forms for each Service Item and have a separate field for Agents. What I am looking to do is to have a single user field, which is searchable, where I can filter the users based on their e-mail domain and still list both requesters and agents, is such a thing possible?

Currently the user can give feedback whencreating a ticket and filling out a survey providing feedback though the Solution Article FeedbackHow can we achieve that a user can provide general feedback or ideas directly from the front page?Maybe with a custom button? Or is there any other way?

Within the use of Freshservice has anyone used the solution to track product backlogs for an IT team?  Initially considered creating a service request item called IT Backlog and would use this as a vehicle to capture work items.  These work items are operational in nature; not project work.  However, want to avoid these items to be governed by any ticket SLA.For example, the SQL Administrator has a set of research tasks some of which he will work on now and others at some point in the future (date tbd).Historically, the team has not made use of any agile type solution to track backlogs.Curious if anyone has made use of the Freshservice solution to do so and if so, how.

Hi all,Is there a way that we can search for all the configurations where we have used for example a given user.If i search somewhere so I can view all the places I use it like BR, Workflows…Asking because sometimes I have the case to change/replace a given user I am using in workflows, so will be amazing if I can search for only workflows where I use it,Thanks

We sync our requesters from our AD using the Discovery tool but whenever a requesters email is updated, all administrators within our organization receives an email. Is there any way to turn off this email or at least limit it to selected administrators?

We would like to customize the Freshservice Plus (+) menu at the top right corner to add contacts or other shortcuts we use frequently. Is this possible today? If so, how?regards,Ronny 

Hi Anirudh We are facing issues while updating Major Incident tickets. See the below postman call   Here is the update URL we are usinghttps://d3v-devopsintegration.freshservice.com/api/v2/tickets/1244Its a PUT call Here are the request params we tried {"type":"Major Incident","tags": ["devops","azure_4237"],"custo

Within Freshservice: Upon submission of a ticket, the requester lands in the ticket. Has anyone determined a way to configure the platform to return the requester to portal page?  

Hey, everyone!I wanted to see what integrations with Workday people had, and how they’re leveraging them within Freshservice. Internally we’ve been told by the team that manages Workday it’s not possible but I’m unsure if that’s due to a lack of integrations or lack of knowledge around the product from the team. Thanks in advance!

Hello,My case is that I try to test an API to get the agents data:  /api/v2/agents/[id] But, this returns me the different IDs than I have in the system. I am doing something wrong?Thanks

Hello :)I have a strange case. I need the mail of the agent who add a time-entry, and also the mail of his reporting manager, too. So, I have a workflow which looks as:Get ticket agent(who did the action) ID with API JSON Parser of step 1, and safe the mail of the agent, and the id of the agent(step 1) manager Get the manager ID(of step 2) Get manager mail by API(of step 3) JSON Parser of the manager mail(of step 4) Send email to both(step 2-agent mail), and (step 5-manager mail).Unfortunately, I dont know why, it sends 2mails to the agent, and only 1-the right to the manager.By agent, I mean the person who did the action over the ticket(in my case-add time entry), and I want to get his manager to.Is it works by default this way? I want 2 different mails to be sent to 2 different people.Thanks!