Using Freshservice

Is it possible to write an expression with nested IF?I want to extract a case number from the subject, but the sender sends emails with three different subjects.My thought was to write a function that checks if the beginning of the subject is XXX, then it should extract in a way. If the subject starts with YYY instead, it must extract in a different way. And if the topic starts with ZZZ, it should extract in a third way.Something like this:if(startsWith('{{ticket.subject}}','XXX'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','XXX',0)+length('XXX '), indexOf('{{ticket.subject}}',',',indexOf('{{ticket.subject}}','XXX',0) ) ), if(startsWith('{{ticket.subject}}','YYY'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','YYY',0)+length('YYY '), indexOf('{{ticket.subject}}',';',indexOf('{{ticket.subject}}','YYY',0) ) ), substring('{{ticket.subject}}', indexOf('{{ticket.subject}

I have a director over maintenance who is trying to do a Report of Department at a Glance, but for a specific date range. I do not use this function, but he is telling me, that it he was able to set a specific date range previously, but he is unable to do so now. I have tried looking at it, for my department, but I have not been able to change any dates for those reports either. 

Dear all,Could be possible to do not consider a new ticket (created by email) as an incident automatically ?If yes, could be possible to make categorization ("incident" or "request") mandatory before set the ticket as resolved ?Many thanks in advance for your kind help!Best regards,Mickael.

Namaste folks!The Let’s Talk ITOM webinar series is back by popular demand! If you haven’t chanced upon it yet, here’s the event listing. In these four webinars we’ll be exploring how you could derive greater value from Freshservice by unpacking the expanding Freshservice ITOM offering.Now, I need you to help us deliver a great campaign. How? By sharing with us what you’d like to explore regarding these four topics:Unified incident management – Freshservice & Freshdesk Deep dive into On-Call Management featuring latest enhancements Deep dive into Alert Management featuring latest enhancements Looking forward to Cloud Discovery & Service Mapping Is there anything specific you’d like to know? What challenges do you face managing your digital infrastructure? How

I want a report, on who is having a dual asset. I am using Freshservice growth plan. 

Does anyone have a good way that they have added Requester Location to be a filterable option until Freshservice implements this for us? We use SCIM Provisioning with Okta to pull the Requester data into Freshservice.We have a global company and right now, our teams are looking at each and every ticket to see what geographical location it’s in. I suggested separate agent groups but they didn’t like that idea. Anyone have any other options they have implemented? Tags? Something else? Thank you!

Hi all,I’ve tried, but I can’t seem to find a solution. Is it possible to do change have the incident state behaves?Eg.:I have an incident, that first was put into “Pending Requester” State is “-” The Requester responded, and the state is changed to “Requester Responded”. That respond have I forwarded to an intern mail in our Finance department, but could also be to an external or any other e-mail. Then I set the status to “Pending Internal” The State is still “Requester Responded” and that’s the reason why I’m writing here:Can I somehow put that into state “-” like the ones where status is “Pending Requester”? Hope someone can help with this :)/Henrik  

HelloI will need to integrate Freshservice with Servicenow through Unifi (sharelogic.com)Does anyone here have any experience setting it up?How did you make it?Is there any APP ready to install in the APPStore?

I edit a number of tickets as part of production support. Each time, it produces a pop-up notification in the top right corner of the screen that never auto-dismisses. I’m forced to click the [X] button for each one. How do I stop this madness?  

Hi,Is it possible to send a link and a small preview of new solution article and when a solution is updates on a specific Microsoft Teams channel instead of me sending a link each time to my colleague?If anyone know how, let me know.   Thank you so much and have a nice day.**Sorry for my english, I’m french, I do my best**

Hi, We used to have a report to look at time spent per ticket /day.I cant find it anymore under reports?Can Anyone help? Thanks

Hi there,       I am new to freshservice and would like to create a report which would shows the current ticket status with category, status and agent name.  However, the first thing that I noticed is the “Group by” only allows 2 fields max and I couldn’t find agent name under Ticket matrix.  Please advise. Cowby

We use problems pretty extensively for both outages and long running issues that we get tickets about and want better coordination of resolution. However, sometimes staff doesn’t find an existing problem which causes us to have two problems that are the same. Ideally we would have the ability to merge two problems and transfer all the associated tickets from one to the other, similar to merging tickets. How do you handle duplicate problems? 

“64% of employees claim that the way they interact with technology directly impacts morale.”It’s another reason why employee experience has to be the “new frontier” for IT support.What’s your organization doing to ensure that employee experience is optimized? Note - It’s from a Freshworks’ competitor report but that shouldn’t stop people looking at the insights: https://rs.ivanti.com/reports/ivi-2700-2022-dex-report.pdf (and this direct link seems to bypass the need to register for it)

While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the e

Hey all! Trying to set up a automation with Gsuite. Everything works but in testing when the user account is created we are not getting any email generated from Google. Not sure if this is a google issue or if we are missing a field in the API to send these emails. Does anyone know if there is a setting in the orch to enable this? 

When attempting to access the FreshService Dashboard, the site automatically re-directs me to an alternate version. The alternate version has Announcements, Your Tickets, Pending Approvals, Report an Incident, Request New Service, and Browse Solutions listed on the screen.The site is redirects me to is: companyname.freshservice.com/support/home This happens in Google Chrome, Microsoft Edge, and Mozilla Firefox.  It did not happen previously in, I believe Mozilla Firefox, but I don’t remember which. I want to go to companyname.freshservice.com This version has My Dashboard, Overdue Tickets, Tickets Due Today, Open Tickets, Tickets On Hold, Unassigned Tickets, and Tickets I’m Watching.  There are two charts on it among other options. Troubleshooting steps I have tried, clearing history, restarting, (I can’t add to Trusted Sites due to Group Policy), and alternate browsers. My boss is able to access the site w

Hello!We’re looking to host yet another virtual ‘Ask the Expert’ Session - Freshservice Edition and wanted to check with our users what they’re looking to learn and would like help with.Check out our previous sessions here:Your thoughts here would help us plan the event better. Take the poll and let us know. If you have other things in mind, share them in the comments section. 

One of the things I realised via customer conversations (as an industry analyst) is that we all tend to think that everyone else is doing things right (while we aren’t).Hopefully industry survey and benchmarking stats help us to see our relative strengths and weaknesses, but what else would you like insight into to better assess how well your IT organization is doing?Please share in a response :)

Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you  Have a great day and stay safeRegardsLucas

In email bodies we have expression like thisHi {{ticket.agent.name}},Ticket "#{{ticket.id}} - {{ticket.subject}}" has been reopened, please visit {{ticket.url}} to view the ticket. From where do we get the details about these field names to be used like ticket.subject?Is there any link where these details can be seen and also what would be the names of custom fields?

Hello Guys, Been trying to extract a specific part of the JQuery response below - { "ticket": { "cc_emails": null, "fwd_emails": null, "reply_cc_emails": null, "bcc_emails": null, "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": , "priority": 1, "requester_id": , "requested_for_id": "responder_id": 1, "source": , "status": , "subject": "HR Onboard(testing)", "to_emails": null, "sla_policy_id": , "department_id": , "id": 83, "type": "Incident", "due_by": "2022-08-16T02:08:08Z", "fr_due_by": "2022-08-07T23:08:09Z", "is_escalated": false, "description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'>

Hey FS Community!  I’ve been the Freshservice admin for our org for 1.5 years and would consider myself an advanced user for anything offered in the GUI.  However, we’re looking to do more advanced routing of tickets and I’m having trouble with some of my syntaxes when it comes to creating API’s.  A lot of it is simply not understanding the “lingo”.  I’ve taken LinkedIn Learning courses, watched a few API intro courses on YouTube.  Does anyone have recommendations of how I can become more familiar with how to use them?Right now my focus is on creating new tickets based off items selected in a Service Catalog.  The below is almost a foreign language to me.  I don’t know what all the -v -u -H placeholders are, etc.  What am I supposed to do with this sample code?  Just looking to be pointed in the right direction.Thanks! 

Not strong with API, but I want to pull a date from the body and place it in the ticket name. In the body : Effective date:  <date here> I’d like to copy this text to the ticket name so that I can easily prioritize tickets based off effective date.  I hope this makes sense.

Hi AllI recently installed the 3rd Party Tech Affinity App Intune to sync our mobile devices with Freshservice for Inventory purposes. This works well but its occurred to me whilst liaising with Tech Affinity for some minor assistance that Tech Affinity can see my Intune App settings from their servers. This got me thinking, what other information they can see such as our mobile device information etc and the fact I didn't really carry out any third party DD on them.Freshservice has a KB on the app here - Linkas well as being awarded FreshWorks “Best Design Partner” and “Authorised Solution Partner”- LinkAm I over thinking this?