Using Freshservice

One of teh most interesting datasets from our recent Wellbeing in IT survey is this:Q6. Does your organization have suitable mechanisms for preventing and helping with employee wellbeing issues? Response 2022 Percentage 2020 Percentage Delta What’s “wellbeing”? 5% - +5% Don’t know/not really thought about it 11% 5% +6% No 2% 24% -22% Yes, but they need improving 46% 44% +2% Yes 36% 26% +10%  One delta jumps out – that the “no” responses have dropped from 24% to 2%. This change hopefully represents organizations’ increased focus on employee wellbeing, whether they work in IT or any other business function. However, only half of this delta is shown in the “yes” increases. Nonetheless, while there’s room for improvement, it’s still a great improvement.How does this stack up against your organization’s w

What’s the one thing you’ve learned in your years in IT support that you wish you knew when you started?Please share your valuable knowledge (even if obtained from a colleague) to help others (and if we get enough responses I bet there’s a blog or even an eBook in it @rhea.desouza). Thanks :)

Is there a way to see version history on a solution article? Would be nice to know what changes were made.

I request you to add to for instructions article “Sample Usecase - Getting Custom Attributes For Active Directory User and parsing the attributes using the JSON Parser node”, the note, that ActiveDirectory cmdlets work only if the configured target server is a domain controller.I spend almost a whole day to find out the ActiveDirectory cmdlets in a PowerShell remote session only work when the target server is a Domain Controller. Also, if the ActiveDirectory Module is installed correctly on a server and the commands work locally, in a PSSession they won’t work. Please reproduce that for yourselves.Here I’m on a standard domain member server, without Domain Controller role:    Commands are working locallyCommands won’t work when connecting with a RemoteSession to the localhost:Here I’m on a Domain Controller; commands are working in RemoteSession Therefore the Orchstration Powershell App needs to have a Domain Controller as target configured to make the commands work you are showing in

When people say that they “do” ITSM or have adopted ITIL, this can mean many things in terms of the capabilities that have been adopted. No matter if it’s just incident management or a dozen ITSM capabilities, there are still other ITSM capabilities that could be brought in to benefit your organization.So, what ITSM capabilities would you like to add into your organization next? And what’s stopping you doing so?Please let me know as a response. Thanks.=> I asked this a while back but thought it worth another try given that I’m about to run a quick poll on the order of ITSM capability adoption... 

I see that you can add a CC to a service request via the built in forms but I would like to add a CC to a service request that I am creating with the API.  I can create the service request successfully via the API but I don’t see a way to add the CC.  Is this possible?

When in tabular view, can we highlight say lines of tickets with a certain status, say “Pending”. Our previous system could do this, but I don’t see any way in Freshservice. In other words, if I’m looking at a sheet of unresolved tickets, it would be helpful to have all “Pending” tickets highlighted in blue, or pick, or whatever - to visually distinguish them from the Open tickets.

A Community post reminded me of something I once wrote on very important roles as an addition to VIP lists. Here’s an abridged extract:This is nothing new; I was using one ten years ago (now 20 years ago). But VIR lists aren’t as common as they should be.It's simple - you take what you do for VIPs and replicate it for those business roles that are critical to business operations.How do you work out what they are (and who fills them)? Speak to your customers. These very important roles could be anywhere but, importantly, their IT might be critical to their role, and what they do in their role might be critical to business operations.So where are your VIRs and are you giving them the support they need?

If user put in a new hire I want the tickets to come in already linked to the parent ticket and not creating multiple tickets. Just one ticket and the rest child tickets 

I am trying to help out our Marketing department and not sure if there is a way to utilize FreshService to track the work. The basic process is as below:Marketing staff writes a proofing copy of a letter and currently sends an email to a list of employees who provide feedback through email replies. The feedback may include “looks good” which would be interpreted as an approval.The marketing team would like to better manage these interactions so that they don’t have to track all the email responses and ideally they would also have record of who approved an item or setup more complicated approval steps (2-tier approvals, Majority, one, all, etc). Has anyone done anything like this before or have any thoughts around how it might function?

A couple of weeks ago I saw this post in the CommunityJust wondering if people have any feedback on it yet or if it’s something that has still to be tried or whether other cloud management tools are being used.

Team, just want to ask on how your requestor view or see the rejected remarks on their SR?

Hello,We have just setup Orchestration and have it to the point of setting up new employees within AD. I am unable to see a payload for Job Title and Location which is must have information when creating a new employee without manual input. Is there anyway to amend this to include it? or another work around currently?Thanks,

Are there any means which we could strip email signatures from incident description fields when tickets are created/updated via email support channels?  Many of our tickets are bloated with large descriptions because of the signature and it makes the experience on mobile devices less than on desktop clients.  We have common signatures that could easily be identified for all employees in our organization which will simplify this effort.  Thanks.

I’m closing our Wellbeing in IT survey today and an interesting quick stat from it is that close to 90% of respondents think that working in IT is going to get harder over the next three years.This is the highest it has been since we started running this survey and a significant jump from 2020 and the COVID bump in IT appreciation.What are your thoughts about how we can address this wellbeing factor?

I’ve installed the FreshService Provisioning app to my Azure AD tenant, following the online instructions exactly, not making any configuration changes.I add a test AAD user to the “Users and Groups” permissions to use the FreshService Provisioning app.When I manually try and provision this test user and I am receiving the below error referencing the “employee_id”. Export details Failed to create User 'ittest@trilliumstaffing.com' in FreshserviceError codeSystemForCrossDomainIdentityManagementServiceIncompatibleError messageStatusCode: BadRequest Message: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details. Web Response: {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":[{"field":"employee_id","message":"It should be of type Integer","code":"missing_field"}]} Now from what I can discern form the above error, I need to add the custom attribute “employee_id” to the FreshS

I am new to Freshservice and would like to create a New Hire Process where there would a parent ticket and child tickets pertaining to the parent ticket in different queues. Do you have any suggestions for me?

Two of the key stats in this Forrester Research report...62% of employees avoid the IT service desk 58% of employees live with ongoing problems that the service desk can’t fix.While stats such as these are important to know, what’s more important is understanding why.Have you ever looked at this issue in your organization? Please share your thoughts and successes.(A periodical customer satisfaction to all employees, rather than after every nth ticket, will help but only if people respond and there’s a question that can source the insight you need).   

I created a dropdown for the onboarding form that requests which kit to choose.  Is there any way to create or modify the conditions to include this drop down and the sub of the kit?  I have searched and searched to no avail

Hi,we tried to create a ticket using API V2. As close as possible to the cull expessions provided by the tutorial. While running the curl expression under Linux all work fine, but not with Windows.Expression:curl -v -u *APIKEY*:X -F 'attachments[]=@/home/user/xxx.txt' -F 'subject=API Test' -F 'description=Attachement Test' -F 'email=mail@someISP.com' -F 'priority=1' -F 'status=2' -X POST 'https://XXX.freshservice.com/api/v2/tickets'Error:{"description":"Validation failed","errors":[{"field":"attachments","message":"It should be of type valid file format","code":"datatype_mismatch","nested_field":"attachments.[0]"}]}* Connection #0 to host XXX.freshservice.com left intactWe don’t understand why, 

Very new to Freshservice and was looking for a way to update fields within a Service Request ticket after it has been submitted.Currently, we are transitioning from one Service Desk system to a new one and migrating tickets between them.  Sometimes there is not enough info to answer all questions within a SR so we’ve been using “N/A” to bypass those.  But when trying to update after submitting, the ticket shows a notice: Is there a way to update these fields after the ticket is submitted?  Is there part of a permission set? Thank You!

Hopefully they can help inform your decision-making :)https://itsm.tools/important-itsm-statistics-2022/There are also inflight surveys on wellbeing, sustainability, and cloud management that will help in the future.

I’ve written about this in the past but can I find it now?So, I thought I’d ask the Community - what do your SLAs promise in terms of the fix times for P1, P2, P3, and P4 incidents? There’s no right or wrong answer but it would be good to see what different IT support teams are aiming for. Thanks :)

Freshworks has licensed this interesting Forrester Research report that offers great insights into what employees think of their corporate IT support:https://freshservice.com/state-of-service-deskIt’s definitely worth a download.

Hi gang, I’m fresh to freshservice and am getting used to the ticketing system. I’m used to using Connectwise / Autotask / other help desk software and am a little baffled by what I thought would be simple:Many tickets come in from folks who are not ultimately the primary requester. Joe might email us asking us to fix Mary’s stuff. Well, we are not going to work with Joe, we  are going to work with Mary and as such I want to update the requester on the ticket to Mary.I cannot find an easy way to do this. I don’t see an “edit” option on the ticket’s “more” dropdown.I am set up as an admin on the system.If anyone has a suggestion, I’m all ears!Thanks in advance