Using Freshservice

Is it possible to create a requester group so that only agents (not requesters) can access the service requests within a certain service catalogue folder.I am thinking along the lines for IT requests for IT, where only the IT team (most of which are agents) have the ability to create a service request for another area of IT. I don’t want other requester to be able to see these service requests.Is that possible? Is there a workaround?Thanks​​​​​​​Dave

Dear Forum users, We have a requirement where we need to use a ticket to handle each Application access with multiple Modules and each Module will have multiple roles. We tried to create the same using Service Request module, however three level multiple selection is not possible using FS.Application => Modules => RolesDo let me know if anyone got solution for this scenarion. Thanks JS

Hi ,Is there an API to get all the service requests ticket details  with below condition:agent_id=<agent_name> AND status=2 AND (service_item_id=<id1> OR service_item_id=<id2> OR service_item_id=<id3>)Thanks, Renjith.

Hi! Is it possible in Freshdesk Automations (in Ticket Creation), to call an external webhook, bring information and post that information on a Reply (using the v2 API to create reply) on the ticket? 

When I need to manually add a new contact or a new company, I hate having to drive 100 miles.Admin > scroll to bottom of page > Contact > Add New Contact   Admin > scroll to bottom of page > Company > Add New Company      M A D N E S S  !!!!!!!Is there any way to add buttons here? or here?Thanks!

I’ve just been reminded about how much I don’t like the term “ticket deflection” in IT support scenarios. It always makes me think that customer/employee/end-user requests are unwanted rather than that self-help is the quickest and easiest way for them to receive what they need. It’s like the IT service desk is stating “go away, we’re too busy for this.”What do you think about the term and which others make you think that their use misses the point of ITSM and IT support? Please share as a response.

I am attempting to craft a CAB email for changes and the request I have from my management is to add the rollout and backout plans into the CAB approval email. I can’t seem to dig up the Dynamic Placeholder for those fields, which makes me feel like they don’t exist, and I am hoping someone here can prove me wrong. 

We would like to have request fulfillment implemented but in its current state its useless.The items are displayed by Name, Department, Location and Asset Tag.All of this does not include the important information like: Product, Model, Serial number and so on. How can the displayed elements be changed?The following screenshot shows an Apple MacBook, and Dell Latitude 7410 and a Dell Latitude 7420. No difference can be seen……. 

Hello everyone, I’m curious how you work with the onboarding module. How do send tasks to stakeholder that doesn't working in Freshservice as an agent? Like facilityHow do you work with checklists?  Have any how to use them to control the progress?  TIADaniel

We would like to be able to use dynamic placeholders to create signatures for Agents.  Not all of the fields we want to use, like the Department Name of the Agent, is not available as a placeholder.Additionally, if I am not the assigned Agent to a ticket, and I want to Reply/Forward a ticket, the best I can do is add a “signature” that shows the assigned Agent’s details (like name, email, etc.), but I would prefer to use the Current User’s details.I’ve read all the documentation about the Global and Dynamic Placeholders, but this information is not available.  Are there any undocumented placeholders that will accomplish this for me?I can see in the page’s DOM that there is a “current_user” object, which exposes information like:current_user.agent.user.name current_user.agent.user.job_title current_user.agent.user.department_names.[0]But using Handlebars syntax will not give me access to this data.  Has anyone else been

With Halloween now just 2 weeks away, it seemed to be an appropriate time to ask about the things (related to people, process, or technology) that keep you awake at night (OK, perhaps too strong a phrase).But what are the things that currently “haunt” your IT service desk that you’d love to be rid of or addressed? Please share via a response.

Anyone else getting an issue where you get an announcement banner from Fresh Service, you click on the “x” but when you open a new page it reappears? Very annoying!

Hi, we are using FreshService now for some years, and are continuously looking for improvements on this.  For that we’d like to cross-share experiences with other companies like ours: a global production company with +15 productionsites worldwide.  We would like to share idea’s and -if possible- have a visit to your company.  Preferred countries are: Belgium, Italy and US (Midwest).  But also neighbourcompanies like The Netherlands, Germany, France, Luxemburg or even Spain are a possibility for us.You can reach out to me on friedo.deridder@kemin.com.Tx,Friedo

Hi All,I’m wondering if anyone has come across a similar situation where they wanted to have different text in different approval emails depending on what is requested. We have various approvals and workflows set-up across different types of service requests. For example:any hardware requests go to the user’s department head, then on to the IT Manager. non-standard hardware/software requests go to me as EUS Support Team Lead for gathering further info, quotes, etc, before then going on to the department head, then the IT Manager for new starters, all requests first go to our HR department for them to go through all information and ensure it’s correct (to avoid us creating incorrectly spelled users, and to confirm whether the user can have a mobile phone as part of their contract, etc)I’d like to have various “copies” of approval emails that give instructions on what the approver should check depending on what the item is.

Hi,Is it possible to add public comment to a ticket via the FreshService API? If not, what is the best workaround?Thanks,Sam

Dear Community,I am having trouble in updating the newly user manager directly using your APP Node in Freshservice.I am currently fetching the Manager from the Users Field as per below – Source is FS All UsersSee Below the form which user can click and use drop downProblem here is very frustrating – I have already added the thread below for Manager Field in the APP Action Update User Node. (Below)However if I test this with the user name only, it is successfulMy Problem is now, How can I let your APP only search for the user name ?Currently in the Manager Field on Form its selecting the whole thread of display name,.I JUST WANT IF HR SELECT PARTICULAR USER, THEN SYSTEM ONLY FETCHES THAT USER USERNAME IN ADHope all clear ? attached are the picture for your referenceLooking forward to some suggestions from the communityRegardsAyoun

I’m not one for new terms as I think that they’re often marketing led rather than need led. For example, I remember Hybrid ITSM and Social IT a decade+ ago.However, when the ITSM.tools 2022 required-content poll was topped by “ITSM advanced” it got me thinking, and I haven’t stopped, about what this actually meant (as it started as the next step to “ITSM basics.”In many ways, this can be viewed as covering many of the ITSM trends that help to make IT service delivery and support capabilities better aligned with business needs. As well as highlighting the need to evolve ITSM.What would you call how you think your organization’s ITSM capabilities need to evolve? People were talking about Modern ITSM for a while but that didn’t seem to work.

We have certain processes that require multiple departments to complete different tasks related to the same process. Ideally, we would like to fill out one service request that results in separate tickets assigned to different groups.  We have tried the "additional items" option to create a bundle request, but on the child ticket, you can't see all of the fields of information that was inputted into the parent ticket, and we don't won't to define the same fields for the child request, because then you have to fill out the same information multiple times when filling in the service request.   Even if we wanted the owner of the child ticket to look at the details in the parent ticket, it isn’t always possible because sometimes they don’t have access to the group the parent ticket is assigned to. 

Hello team, I am trying to send an attribute (type collection(string)) which I get from azure AD using the Azure AD orch into a field :below is the value I get and which I can’t push into the text field :{"extension_bexxxxxxxxxxae_Job@odata.type":"#Collection(String)","extension_bexxxxxxxxxxxxxxxxxxxae_Job":["HR"]} I would like to get only the HR. Can I custom the placeholder to only HR?Can you kindly help me with my issue? 

Option to restrict actions on a project task  only to the assignee. Currently, anyone part of the project can even close the tasks assigned to somebody else. 

I have a service request called “New Reporting Request” and it is the only service item that needs an SLA policy of 30 days, regardless of Priority. I’m trying to create a specific SLA policy by using its Subject/Title by using Ticket Fields.Subject contains New. It’s not working though. Any ideas? 

  Hello I just joined freshservice, so I'm still getting used to how the ticketing system works. I'm used to using Connect wise, Autotask, or other help desk software, so I'm a little confused by something I thought would be easy: Many tickets are sent in by people who are not the main requesters. Joe might ask us to fix Mary's things in an email. Well, we won't be working with Joe. Instead, we'll be working with Mary, so I'll change the requester on the ticket to Mary. I can't figure out how to do this in an easy way. I don't see a "edit" option in the "more" dropdown menu of the ticket.I am an administrator on the system.I'm willing to listen to any ideas.Thanks ahead of time

I am using the ticketing system for a non-IT request. I need an entire requester group to be able to see all the tickets that are submitted by that requester group. I know we can’t use a shared email address that everyone uses, as need to have each person use their personal email, but everyone needs to have access to those tickets. Is there a way to do this?

One of the questions I get asked every now and then is “We use the ITIL X, Y, and Z processes, but what do organizations generally do next?” The answer is that no one really knows.To help, we are running a quick poll that asks respondents to share how they adopted different ITIL capabilities. Hopefully, this will finally give us a generic answer to the question.https://docs.google.com/forms/d/e/1FAIpQLSeAK5JfBAdS-wZqUHdueQWorzCjyF3OnTaEOaskUdi1_fGDWA/viewformPlease take the poll to help us to help you and others :) Here are the results of our last poll/survey: 

We published the initial results of this Wellbeing in ITSM survey yesterday. There are some interesting insights such as:88% of survey respondents think working in IT will get harder (at least for some roles) 67% of survey respondents state that working in IT has adversely affected their wellbeing to some extent three-fifths of employees prefer to be away from the office, while another fifth have no preferenceThe full set of initial results can be read here: https://itsm.tools/wellbeing-in-itsm-2022/