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3 days ago

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Using Freshservice

Using Freshservice

Using Freshservice

1648 Posts

KyleJDApprentice

asked in Getting Started

how to configure SAML SSO with ADFS

how to configure SAML SSO with ADFS

shannon.mejiaSkilled Expert

asked in Assets

Conditional Questions on Service Item

We have questions on our Service Items and want to trigger other questions based on the answer to those questions. I know it is possible, but cannot figure out how to do that? Can anyone help?

CecileContributor

posted in Ticket & Workflow Management

Associate assets to a Change or Incident - usability enhancement request - multi-select accross pages

Dear community,when we associate assets to a Change or Incident, if the Assets are spread across multiple pages, we cannot multi-select and add the assets. It has to be done one page at a time. We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated.If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented!Thanks,Cécile

EricRoelandSkilled Expert

asked in Ticket & Workflow Management

Email fields in reply

Hello All,We are communicating with one partner using email. They have a non API-self build service tool.It would be great if we can use some information from their emails as input for our tickets in Freshservice.E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created. Is this possible? If yes, how? Or where can I find the info about this.I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)RegardsEric

CountryCloudBoyContributor

asked in Apps and Marketplace Integrations

Freshservice Intergation with Microsoft Sentinel

There was a thread on this question started over a year ago but no answer. I am trying to setup integration between Microsoft Sentinel and Freshservice for a customer of mine. We have the automation playbook setup using an example from another service desk logic app. We are using the freshservice connector. IT is asking for the username and password. I am assuming this is an API username and password? When trying an account and after creating an API Key for that account the connector still doesn’t connect. Please check your account info and/or permissions and try again. Details: Please check your account info and/or permissions and try again. More diagnostic information: x-ms-client-request-id is 'A2FFE59B-BCD0-493A-9AA6-E1AF4AB16461'.

PavithraSelvarajApprentice

asked in Automations

Is there a way to create webhook using API

Hi Team Is there any API available for creating webhook without using generateUrl() function. Thanks in Advance for your response!.

Brian YardeApprentice

asked in Portal/Knowledge Base

Create flow to connect to FreshService knowledge base search

Hi, I will like to create a flow that connects to FS via api. From that a Power VA bot wil call that flow to respond to input from flow.

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Freshservice Workflow Automations

Looking for guidance on a source for working through some workflow automation basics.I’m trying to set up some basic workflows like: User requests access to SAAS application, when approved by manager and approved by business owner add them to an Azure Security group, resolve request but have basic questions on setting this up.I’ve watched all the youtube videos, fresh academy and searched the community for other questions but can’t find answers. Is there another self-service source I can review or is there a place people post their workflows to show them off?

sheagordonContributor

asked in Assets

Editing Service Request after Rejection

In reviewing the ability for requesters to edit a service request after an approver has rejected a request, once the requester edits the service request, the approver doesn’t have the ability to now Approve it. On the Agent side it shows as rejected and the field is not editable. How can I structure the service request to have the Approver be able to review the changes and Approve/Reject the service request? I’d also like to have this automated so the Agent would get the alert that changes were made and they receive a new approval alert.

Mo.WaelSkilled Expert

asked in Assets

Asset management (Assigned vs Unassigned)

Hello, I need to use asset management in a daily use for IT assets ( laptops - sim cards ...etc),Most of assets assigned to users (used by...) = assignedOther assets in stock, which arnt assigned (unassigned), So i need to make a filter as assigned and unassigned, I tried to edit the default to add these options but its not allowed,Even if i added them on each category, but still i cant filter then unless i exported the sheet and this is not flexible,So how can i fix this or should i go to another solution like snip-it,all i need is to filter when we have outside (assigned → used by) and what we have in stock (unassigned) I thought I should add a category say (stock laptop - stock sim cards ...etc) ?????

TRUNG LEApprentice

posted in Getting Started

Authentication from custom Mobile App/ 3rd party app

Hi,I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy. Product team please consider option to keep authentication method using Username/ Password.Thanks Trung.Le

NathaKerApprentice

asked in Assets

Service request custom fields in data export

I work with a lot of serviceitems that all have a set of custom fields. I also need to be able to get a list (CSV-dump) of all the tickets with customs fields (we insert my clients data in those fields, so I need to be able to extract them again). It doesn’t seem possible out of the box, is there a workaround?

RvkersenApprentice

asked in Assets

Purchase Order Request Approval Notification

Is there a way to have notify an agent when a purchase order request that has been submitted for approval has been approved? Right now we just have to remember to go back and check the status. It would be much better if an email notification would go to the agent that created it or the ticket it’s associated with would be updated somehow. Or if there is a way to work this out with a workflow, that would be great.

danaprometheanApprentice

posted in Ticket & Workflow Management

Using the Azure app action and PowerShell app action in a workflow

Hi all,I’ve been using the Azure and PowerShell actions in my workflows and am really excited about the things our team can solve with these automations.I have noticed that our flows that contain these actions don’t run consistently. For example, they sometimes stop in the middle of a flow with no error in the logs. Also, the same ticket where this happens is unable to trigger any other Azure flows after the failure. All conditions are met to trigger a flow but nothing happens and no events come up in the logs.I’m working with Freshservice support on this and they have been great at keeping me updated and even scheduling meetings to speak with me, but it has happened more and more with multiple workflows. Just wondering if anyone else has experienced this. Thanks,Dana

AviationstuffTop Contributor

asked in Automations

Docusign Orchestration Error 400 Attaching document to ticket

Hello, I’m trying to use the Docusign Orchestration in Freshservice, trying to attach a Document to a note in a Ticket. This is the error I receive, I’ve tested changing the document ID and if it’s incorrect the error message is that the document ID doesn’t exist. Also attaching what the request looks like from Docusigns end. Docusign’s API Message:

jwieseContributor

asked in Portal/Knowledge Base

Do Freshservice Solution searches use keywords or tags?

We had last heard that Freshservice solution tags and keywords were going away (being deprecated). And that the best way to get a solution found in searches was the title and 1st 400 words in the body. Please confirm/clarify.

JoeSuarezContributor

asked in Getting Started

Freshservice: Allow agents to send activation emails

Hello,We would like to give agents the ability to send or resend verification emails to contacts in Freshservice. We do not send activation emails automatically.Administrators currently have the ability to send activation emails, but agents do not see the link to send activation emails. We would like to delegate that to agents in a specific role.Is this currently possible? TIA

FrikkieEloffApprentice

asked in Automations

Freshsales workflow Automation Follow up email

Good dayI have created an email workflow follow up for deals that are older then 7 days but it is not working. Please advise why it is not working.

tzzzApprentice

asked in Getting Started

Cannot find permission within agent role for create new vendor

See, title, I cannot find the permission within any agent role for create a new vendor. The button is there for full admins but not for a asset management adminSee image below:

davidchildsContributor

asked in Assets

Unable to Update Requested Items of a Service Request

Hello,I am working with custom_fields of a Service Request and I’m not able to create & populate a custom field with the API.curl -v -u <APIKEY>:X -H "Content-Type: application/json" -X PUT -d '{"custom_fields":{"additional_property_1": "value1"}}' 'https://<SUBDOMAIN>.freshservice.com/api/v2/tickets/13336/requested_items/13336'13336 is the ticket numberI am getting {"code":"access_denied","message":"You are not authorized to perform this action."}* Closing connection 0

rfrutigerApprentice

asked in Automations

Mapping Value to Code

I am trying to create a workflow to add a user to an AD group which I mostly have working. The problem I am having is deriving the group name from data I have in Fresh Service. All of my AD groups names have a shorthand code for a particular location. I would like to build an expression to map the long names we have in Fresh to my shorthand codes I have in AD. Right now I am trying to build an expression using if statements, which works with the test button, but I get an error. I’m sure there has to be a better more maintainable way to do this within Fresh.Invalid Syntax - One of its operands is invalid. Here is a snippet of the code I have written.if('{{ticket.ri_88_cf_location_to_access}}'=='Location 1', 'LOC1','') +if('{{ticket.ri_88_cf_location_to_access}}'=='Location 2’, 'LOC2','') +if('{{ticket.ri_88_cf_location_to_access}}'=='Location 3', 'LOC3','')

asked in Ticket & Workflow Management

Share a ticket with other group

Agents cannot see the tickets assigned to other groups. So, if a ticket is handed over to another group for some tasks, the previous group can’t see the ticket anymore.Is it possible to share the ticket in order that both groups can still see the changes? Are the Agent Roles the only option that I have, to make this possible?

rfrutigerApprentice

asked in Automations

Reorganize Workflow?

I have been working on a workflow adding and removing blocks, but now it is kind of a mess with extra long connections to between blocks, or blocks where I removed a decision and kept the no decision. I don’t seem to be able to resize any of the connections or move the blocks around on the board. Am I missing something, or is the only way to reorganize this workflow to start over and not make any mistakes along the way?

zachscottSkilled Expert

posted in Analytics

Discover the Ease of Reporting on Tickets - Part 1

Hi All, Does anyone have the recording to part 1 of the Ease of Reporting on Tickets Webinar? I was unable to attend but haven’t seen anything about a recording. Just curious if I missed something or if the recording hasn’t been released yet. Thank you in advance! Zach

thisgrasyaApprentice

asked in Project and Workload

Unable to see the Project Analytics

I’m seeing project analytics under Reporting in freshservice support but I’m unable to see it in my account. Am I missing something? I cant find any useful documentation also. Please help check. No Project Analytics link under Analytics menu

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