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Using Freshservice

1277 Topics

V
Apprentice
victor.salgadoApprentice
posted in Assets

Bringning back deleted assets

Hi. I have a similar situation to this discussion. So, I understand that for the agent to recreate the asset it is necessary to permanently delete it. It is not enough to send it to the trash. My question is ...... how a can permanently delete the assets?, I cant see the trash location.

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Contributor
6 years ago
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Apprentice
david.roethlinApprentice
posted in Portal/Knowledge Base

Feature-Request-Process with Freshservice

Hi, I like to use Freshservice for my Business-Users to raise Feature-Request (Application RFC / Additional Column in Report etc.) but even after hours of research and different workarround-solutions i did not find a satisfying one. What i imagine In Helpdesk-Portal the User has a custom-form to raise this request, gathering all the necessary information - the only way i found is Service-Request BUT, form Service-Request i cannot automatically create a CR. Additionally there is no way to Close SR automatically close when the manually created and attached CR is closed. I tried Webhooks but even there no satisfying solution. Does someone have a good idea or have implemented a solution/process to support this process - appreciate your help and input dave

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D
Apprentice
6 years ago
graemehendry
Contributor
graemehendryContributor
posted in Portal/Knowledge Base

Third Party Contacts

How do you deal with 3rd parties ? HP Autodesk Microsoft Google etc. Do you add them as requester so you can escalate calls to them ? Or do you just hold the contact info as a solution article ? Just thinking of the workflow, you need to escalate a call to HP, and the agent picks HP from a drop down, can we show that contact info for them to call, email or link to their portal.

3
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Community Debut
6 years ago
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Contributor
phodgkinsonContributor
posted in Assets

Asset Report Bugs

Unable to get any help from Freshservice on this, maybe the community can help. I create a custom report for Assets to filter by Company (running in MSP mode). Realize some things are incorrect so I need to update them. Save and Regenerate report again and the chart still shows old data but the tabular data is accurate. A chat support person tried to tell me custom report data only gets updated every 4 hours and yet my tabular data is up to date to the minute. Makes no sense. Is there any way to clear out cache or similar to get chart to update? Report exhibits same incorrect data when exported to PDF as well. Unfortunately no way to hide the chart completely. Also, in order to make my report actually usable I need fields like Serial Number, Warranty Start/End date but can't figure out how to add them to the report. Has anyone figured this out? The "add column" drop down says you can add up to 30 columns but it only provides a total of 17 columns to add, how do we add the others? If

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Community Debut
6 years ago
R
Apprentice
ryancaleb254Apprentice
posted in Portal/Knowledge Base

How to customize the Service Catalog based on User Groups

Hello Everyone,   Customizing the UI of your end user portal takes you a step closer to better customer satisfaction scores. Imagine the frustration users go through when they see a product in the Service Catalog and place a request, only to find out later that they're not eligible for it. Don't even get us started on the amount of time it wastes. Any Idea , Suggestions would be appreciated,   Thanks,   I didn't find the right solution from the internet.   References:https://support.freshservice.com/support/solutions/articles/200987-how-to-customize-the-service-catalog-based-on-user-groups installation video

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R
Apprentice
6 years ago
H
Apprentice
hannes.vorholzApprentice
posted in Portal/Knowledge Base

Dispatch'r not working with Service Request (Ticket)

Hello,  we are currently trying to auto-create a change using a sevice request. (by the way this would be a nice build in funktion) Therefore i created a dispatch rule which triggers a webhook (new change) when the ticket subject or description contains my special tag. The rule executes fine if I create an Incident,as Agent, but not if the ticket is raised via a Service Cataog - Service Request (which also creates a ticket) any suggestions.  For us it is essential to initiate Kind of "standard changes" by requestors via the Support Portal (as Service Request it would be Ok)

1
suvashini.balashanmugam
Contributor
6 years ago
J
Contributor
john.fernandezContributor
posted in Portal/Knowledge Base

Freshservice Discovery Agent

So I've installed the agent on about 10 machines in the last week or so.. this morning I went to check on them in inventory to make sure they were organized appropriately and such, and it turns out not a single install is reporting.  I have only used this once in the past as a proof of concept and it worked beautifully.  Is there some special trick I may be missing?  I am using the latest available installer from my admin portal.

5
J
Contributor
6 years ago
A
Contributor
a.shafiContributor
posted in Portal/Knowledge Base

Portal customization

I want to hide "service requests"  from the portal from certain type of customers, how can i do that?

5
A
Contributor
6 years ago
J
Contributor
john.fernandezContributor
posted in Assets

Number being changed in custom number field on assets

I spent a bit of time entering SIM ID information on our managed hotspots which we track in with FS Asset Management.  This morning I checked out one of the quick reports I setup and I noticed that every single number in this field, for each device was changed to this seemingly random number. This is 100% reproducible in our database.  Add a number field to an asset and enter a SIM length number, for instance 89148000003477777742 upon updating/saving will be changed to 9223372036854775807.  It happened on all ~40 records. How should I proceed? Thank you

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Community Debut
6 years ago
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Apprentice
tanja.vantuynApprentice
posted in Assets

Asset management

I'm new to FreshService and I have a fwe questions about Asset Management: 1. Is it posible to change to change the fields that are shown in the Assets View?     Now only the "standard" fields are visible. 2. Is it possible to add an external firm as "Managed by" in an asset?     We have hardware that is managed by external firms, so it would be interesting that     we could save this inormation with the asset. Now only an agent name can be chosen. Thanks, Tanja

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Community Debut
6 years ago
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Contributor
charlie.hawardContributor
posted in Assets

Using Discovery Probe at Multiple Sites

We support multiple customers each with multiple sites. We are looking into using the Discovery probe to gain information about the assets for each, but it seems like I can only put one IP address range in.Is there a way to use the probe across multiple ranges?Thanks

5
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Community Debut
7 years ago
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Contributor
dan.hollandsContributor
posted in Portal/Knowledge Base

Customer Portal Ideas?

Hi All, We've evaluating Freshservice and we are looking at our plans for self serve and customer views at the moment. Just wondering though whether anyone would share examples of their Customer Portals? I am not a developer in any way but wondered what was possible? It won't be too difficult to beat what we have now but any advise welcome. Thanks in advance, Dan Hollands

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Contributor
7 years ago
W
Apprentice
wsalloumApprentice
posted in Assets

How can I get a list of assets for a specific asset type?

Hi All, I want to get a list of assets for a specific asset type, I have tried the following but it seems it doesn't work, can u advise?https:// mydomain.freshservice.com/cmdb/items.json?ci_type_id=1 Thanks

0
W
Apprentice
7 years ago
R
Apprentice
robert_14654Apprentice
posted in Assets

sorting on the assets screen

when sorting by Used By on the assets screen there are 2 dieffernt issues 1. when sorting alphabetically by name and first names are the same the last name doesnt appear to be looked at to finish the sort ie these do not appear in complete alphabettical order John Litrio John Jiang John Stevens John Neil Hester 2. if filtering via the search box and then sorting Used By you are sorting by first and last name so result look like this Demetrius Adger *** Aileen Smith Alan Rubilar Theodros Alemayehu *** Alynne Landers those marked with *** are sorted by last name not first name

1
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Community Debut
7 years ago
M
Apprentice
mike.celoneApprentice
posted in Assets

Question about Managed Assets

We are looking into FreshService for helpdesk and also asset management.  If we were to import our assets into FreshService but not use the agent or discovery probe would these still be considered "Managed Assets" and subject to being charged for them.  The KB article I found isn't clear what happens if you don't use the discovery probe or agent and import your assets manually. We have internal software for managing our assets already but would like to import this information into FreshService on a regular basis.  I understand we could negotiate a lower cost for managed assets but I don't like having to pay a fee per month for each asset in teh database.

1
M
Contributor
7 years ago
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Contributor
bedelmayerContributor
posted in Assets

Anyone using the CMDB for large numbers of assets?

My question is very straightforward: I'd like to know if anyone's using the FS CMDB to manage assets. If so, in any significant number of assets?I need about 2500 assets. That's $600/month or $7200/year.For less than $7200, I could buy a nice unlimited user license of a dedicated inventory tracking system like WASP Barcode Management. Ongoing service and licensing is a few hundred a year; under $500.So, given that information, is anyone using FreshService's CMDB to track assets, and what was the value add for you?Thanks much!

1
C
Contributor
7 years ago
D
Contributor
deborah.stricklandContributor
posted in Analytics

Add # of Views for Article Listing (same as Freshdesk)

This feature is in Freshdesk but now that we switched to Freshervice I see it's not there. I run visitor analytics monthly and part of that is tracking # of views for our 200+ articles.  The two products are very similar I was surprised this item was missing. Attached image shows the article metrics for FD v. FS.

1
D
Contributor
7 years ago
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Contributor
scott.hardwickContributor
posted in Assets

API and Assets

Has anyone been able to utilize the API to update the asset tag, warranty, acquisition date, warranty expiry date, and cost of computer CIs?If so, can you please share how you formatted the request?I have put in a ticket to support last week but they are apparently still investigating.Thanks!Scott

3
govind.sudarsan
Contributor
8 years ago
A
Apprentice
a.corneoApprentice
posted in Assets

Issue with Probe and its agents

Hi everybody,I have a misterious problem with the feature of assets discovery.My network is composed by 50 windows machines (pc and nb); Three of this machines have installed the agent (for my test). Inside one of these three machines there is the Freshservice Probe.The probe collects inside its interface only the name of the machines (or IP) inside my network and responds with many error messages (like "unable to scan the device", "permission denied: DCOM" etc.)In the log I see many informations like bios version, processor, hd space, manufacturer and many other, but nothing of this informations appears in the probe.My CMDB is always empty.What's wrong?

1
A
Apprentice
8 years ago
G
Apprentice
garmstrongApprentice
posted in Portal/Knowledge Base

is this FreshDesk feature available in FreshService?

Forwarding emails from a private inbox to your support portalOccasionally, your customers might email your support agents directly or you might have a mailbox full of emails that need to be converted to support tickets. This can be done by just forwarding them to your support email address. Tickets that are forwarded from a verified agent's email address will be created in the name of the customer who sent the email to the agent. But when you forward existing emails from a mailbox (where this mailbox is not associated with an agent), the requester will be the mailbox and the time stamp of the ticket will be the time the email was forwarded.

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Community Debut
8 years ago
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Contributor
jstlaurentContributor
posted in Assets

Barcode Scanner added in the iOS app to help scan assets.

This feature does not appear to be available in the new version. I checked and there are no updates for the Frreshservice app. The store shows the app as version 1.0.3 and with an updated date of Feb 17,2015. I am using an iPhone 5c.

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R
Contributor
9 years ago
C
Apprentice
cschmidApprentice
posted in Portal/Knowledge Base

Portal Tickets

Hi All jsut wondering if anyone can expalin how to change/Add ticket fields that get displayed in the customer portal page?I can add fields to tickets in the admin area, but they are not refelected on the portal page?Thanks

3
C
Apprentice
9 years ago
D
Apprentice
dirk.andersonApprentice
posted in Portal/Knowledge Base

Orphaned email addresses

I have set up a couple of customers. They are not showing up in my portal yet when I try to set them up again I am getting the email already taken message.I am a new customer so I accept it may be something I am doing but I do not think so.

2
C
Contributor
9 years ago
J
Apprentice
johnbarrington99Apprentice
posted in Ticket & Workflow Management

PNMSoft integration

Hello, we are using PNMSoft workflow software in our company. We wanted to integrate to freshdesk using REST or SOAP API with OAuth or Windows Authentication. Is it at all possible?Thanks,John

1
V
Contributor
9 years ago
B
Contributor
bill.edelmayerContributor
posted in Portal/Knowledge Base

Post phone number publicly - not logged in

Hello We're debuting Freshservice this Monday. I noticed when I have the Solutions publicly available on the portal, for not signed in users, freshservice also displays our help phone number by the "new ticket" button - like so:but, when I lock up all our solutions, I lose the phone number, like so:Any ideas on how I can post the phone number? Maybe make it visible AFTER the non-signed in visitor hits "new ticket?"Thanks!

2
B
Contributor
9 years ago

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