Using Freshservice

How does the community feel about the ticket filters? I have a need to filter tickets to a specific region/group and this is easy but then I want to exclude certain groups/people from the list. I have not found an easy way to do this. My current workaround is going to the tickets I want to monitor and tagging them so I can search with that tag. The issue is if a new ticket comes in that I have not tagged, I will not see it. Other attempts:I cannot use a requestor group to filter tickets, only AGENT groupsI can only search up to 3 requestors at a time, the group I need is 5-6 members Just curious how many others would use/advocate for an exclusion filter on tickets or including requestor groups in the “Groups” ticket filter?

Hello, Anyone knows if the Field Service Management will come to Freshservice?I see a big use for this if you have a group for onsite support.  //Daniel 

Hello everyone,  I think we should have a thread about Low Code/uiflow. Ideas what to use it for? Already plans / projects ?  

Hi - Has anyone had any experience of setting up multiple environments? I appreciate we have a sandbox and production/live instance, but we are keen to have other boxes (multiple environments for different sections of our org to allow us to test them concurrently). Any options discovered would be appreciated.

Has your organization discovered the “winning formula” for the CMDB? That rather than simply being a piece of the configuration management jigsaw and focused on data collection, the value of a CMDB comes from the use of the CI data it holds in supporting other IT capabilities such as: availability analysis and planning impact analysis architecture definition understanding asset relationships  cause and effect analysis  risk analysis cost allocation contract management.So are you using a CMDB and what for? Please share in a response.

When onboarding our users to Azure (With Azure Orchestration) one, among other things, that are requiered in the form is Reporting Manager. We’ve now tried to get the Reporting manager assigned to the manager field (with App action Assign Manager) on the user in Azure, but it fails. The System Message when I check the log is: “Resource 'FirstnameLastname<firstname.lastname@email.com>' does not exist or one of its queried reference-property objects are not present” Anyone know how we could get this to work? ThanksMatt

It’s hard to be in the ITSM space and not come into contact with people talking or writing about experience level agreements (XLAs). Anyone already adopted them or planning to?I’d love to hear what is and isn’t working with XLAs  (or even if this is another example of the industry focus being way ahead of the real-world interest). Thanks.

HiMore than likely a learning curve for me here but i am looking to do a simple report for a resolving team statistics over the last month and then six months. My main thing is to setup many reports for the last calendar month that i use at the beginning of every month. I can see some filters etc that lets me set a specific start date to an end date but is there a way to make it so the report does this by itself for the 1st of every month to the last day of each month.  Thanks

I’m just writing something on IT service desk metrics not being SMART because they miss the need for “bigger picture” relevancy, i.e. the need to be relevant. What do you see as your IT service desk’s best and worst metrics (in terms of value, not performance)?

Whenever I use the {{ticket.description}} placeholder in a Web Request node the node fails. The execution logs report the following: This only occurs if I am using the {{ticket.description}} placeholder. Has anyone else had an issue with this?Example JSON that fails.Additionally, when using {{ticket.description}} placeholder in the Powershell Orchestrator App Node, the value of {{ticket.description}} does not exist. The command will return success, but I cannot get a simple print statement to output what should be the value of the text. Replacing the placeholder with another placeholder results in success. It is only the {{ticket.description}} that is

Anyone using the product to manage specifically security incidents (breach, phishing, malware, etc)?How did you customize Freshservice to track & handle those?Looking for any info, KAs, tips etcThanks!

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We just installed the slakc service bot and the Tickets view defaults to “New & My open tickets.” Does anyone know if this can be changed a ticket view that I created in Freshservice? 

Freshservice is mostly for internal employees. But can it be used by the company customer? If so then how to enable and onboard them?

While sat here working, I’m playing a George Harrison LP that made me think of The Beatles, i.e. the Fab Four. For some reason, it made me wonder which ITSM processes or capabilities would make your organization’s “Fab Four.”Please let me know as a response. Thanks.You can tell it’s Friday afternoon here in the UK ;)

I was writing something about leadership yesterday and thought this interesting: “...regardless of seniority level, 1-2-1s are considered the most useful meeting in people’s calendars (versus daily stand-ups, team meetings, town halls, retrospectives, and quarterly planning meetings).”It’s unsurprising that, for employees, the meetings that relate most to them and their work matter most to them too. It is both logical and indicative of human behaviour.But has this importance of 1-2-1s been lost even though it has probably grown thanks to our pandemic circumstances?So, how are you using 1-2-1s to improve your people and their performance (and the associated operations and outcomes)? Or have your 1-2-1s ceased or drifted into a review of simply performance stats that’s more rear-view-mirror than developmental?

 Have you often wondered where you stand in your journey to modernizing service delivery? Measuring the performance of an IT organization using a set of quantifiable and measurable metrics is an essential step to achieving aspirational goals of modern service management. For ITSM leaders and professionals who want to measure service desk excellence and minimize hurdles to service delivery, our second annual service management benchmark report highlighting top trends in IT service management provides an index to measure key performance indicators (KPIs) and uncovers insights across industries, regions, and organization sizes for employee experience, agent productivity, service desk efficiency, and scalability. The report provides insights into:Key metrics to measure service desk excellence. How peers across industries and countries perform. Core functionalities to improve employee experience and

We have recently purchases fresh service product, when Solarwinds NPM  integrated with FS, based on the trigger condition, Solarwinds is forwarding event to FS for creation of auto incidents.Challenges:As per SolarWinds trigger action Event is converted into Incident in FS, when same reset action is triggered from SolarWinds, FS is not auto resolving the Created incident for same CI. Is there any additional settings we need to do it on FS. 

Anyone looking at this newish category of technologies? Perhaps seeing DEX as a necessary evolution of ITSM and ITOM rather than simply the next shiny thing?

Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!

Hi,I have a usecase in which I have to generate alerts in freshservice using webhooks or API,so when a particular event is fired , an alert is generated on freshservice,RegardsTaz

Hi I’m having trouble getting all the requesters based on updated_at in Freshservice.For example https://domain.freshservice.com/api/v2/requesters?updated_at=2019-10-02T02:00:00Zresults in 400 BAD request with{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

Hi GuysWe are in the middle of configuring Freshservice and would like to include the IT support hours in requester notifications. I can see how to do that manually but i was rather hoping i could use a variable or other efficient means to avoid manually pasting the opening hours into each requester notification. Note: I have updated the “Business Hours” but sadly cant see a way of referencing that either. Any advice would be greatly appreciated